Customer Support Partner Enablement Manager

Company Description Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human. We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together. What's the Role? Are you passionate about setting global operational standards and scaling elite customer support? Etsy is hiring a Customer Support Partner Enablement Manager to join our Outsourced Services team. In this role, you will be responsible for and strengthen the training and enablement strategy across our global Etsy outsourced partner network (EOP). Rather than crafting content or leading daily instruction, you will focus on high-level strategy, launch readiness, quality standards, and partner accountability. Our EOP partners run daily facilitation and content creation, while Etsy leads policy sign-offs, quality gates, and critical issues. You will act as the key link between internal customers and external partners to ensure support teams deliver outstanding customer experiences. This is a full-time position reporting to the Senior Director, Outsourcing. What does the day-to-day look like? Build the Outsourced Enablement Model: Design, stand up, and operate the enablement delivery model for Etsy Customer Support, establishing clear ownership between Etsy and its outsourced partners for training development, delivery, certification, readiness, and performance. Lead Partner Training Operations: Set expectations for partner-led training delivery, trainer capacity, facilitation quality, nesting, refresher training, and ongoing agent development across the global support network. Establish Readiness and Certification Standards: Define quality gates, Train-the-Trainer requirements, trainer accreditation, agent certification, and launch-readiness criteria to ensure teams are prepared before supporting customers. Manage Intake and Prioritization: Own the enablement intake process for product launches, policy updates, workflow changes, and operational priorities, translating business needs into clear partner requirements, timelines, and service levels. Drive Partner Accountability: Establish operating rhythms, performance expectations, and escalation paths that hold partners accountable for timely, accurate, and effective enablement delivery. Guide Learning Design and Quality: Ensure partner-developed materials are accurate, modular, scenario-based, and practical for frontline agents, while Etsy retains appropriate policy, brand, and quality approvals. Measure Enablement Effectiveness: Use QA results, CSAT, repeat contacts, nesting performance, early-tenure outcomes, and time-to-proficiency to identify gaps and drive improvements in training delivery. Lead Launch and Seasonal Readiness: Coordinate enablement plans for major launches, workflow changes, seasonal peaks, and other high-impact Customer Support initiatives, identifying and resolving risks before they affect agents or customers. Coordinate Cross-Functional Execution: Partner with Support Operations, Product, Policy, Quality Insights, TechOps, and internal subject-matter experts to convert changes into clear, executable enablement plans. Drive Continuous Improvement: Establish feedback loops between Etsy teams, partner trainers, and frontline operations to improve content, delivery methods, agent readiness, and customer outcomes over time. Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law. Qualities that will help you thrive in this role are: Customer Support Enablement Experience: 7+ years of experience in training, learning operations, or enablement within a customer-support environment, including experience supporting outsourced partners or BPO operations. Training Operations Expertise: Practical knowledge of partner-led training delivery, Train-the-Trainer models, trainer certification, agent readiness, nesting, refresher training, and time-to-proficiency. Operating Model Development: Experience building or improving an enablement operating model, including roles and responsibilities, governance routines, service levels, quality standards, and escalation paths. Partner Performance Management: Demonstrated ability to set expectations with external partners, evaluate performance, address delivery gaps, and drive sustained accountability and improvement. Launch and Change Readiness: Experience coordinating training and operational readiness for product launches, policy changes, new workflows, seasonal peaks, or other complex business changes. Data-Informed Decision-Making: Experience using QA, CSAT, nesting, early-tenure performance, customer feedback, or other operational data to evaluate enablement effectiveness and prioritize improvements. Cross-Functional Influence: Ability to bring structure and clarity to work involving multiple internal teams and external partners, resolve competing priorities, and move decisions forward without direct authority. Clear Communication: Strong written and verbal communication skills, with the ability to translate complex changes into clear expectations and actionable enablement plans. Flexibility to Travel: Ability to travel internationally up to 25% to visit partner sites, including locations in Guatemala, India, and the Philippines. Preferred Qualifications Experience building or transitioning a multi-site Customer Support enablement function to a partner-led or outsourced delivery model. Experience establishing trainer accreditation, calibration, and quality-assurance practices across multiple partners, sites, or lines of business. Working knowledge of adult-learning and instructional-design principles, with the ability to evaluate modular, scenario-based, and self-paced learning materials. Familiarity with learning, knowledge-management, customer-support, quality, and analytics platforms such as Docebo, Guru, Articulate, Zendesk, MaestroQA, or Looker. Experience supporting enablement in a fast-changing technology, marketplace, or ecommerce environment with frequent product, policy, and workflow changes. Experience working across geographically distributed and culturally diverse partner teams. Compensation & Benefits In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family. Base salary is determined by your location, skills, and experience. Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent: one called Geo-1, covering the New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area, and one called Geo-2, covering all other U.S. locations. Salary ranges for this role vary by zone and are listed below. Location We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office. Learn more details about our work modes and workplace safety policies here. Salary Range: Geo-1: 109,000.00 - 147,000.00 USD Annual Geo-2: 98,000.00 - 132,000.00 USD Annual Our Promise At Etsy, we believe that a diverse, equitable, and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, religion or creed, sex, pregnancy (including childbirth and related medical conditions), gender, gender identity or expression, sexual orientation, age, citizenship or immigration status, marital or familial status, physical or mental disability, medical condition, genetic information, military or veteran status**, or any other characteristic protected by applicable federal, state, or local law**. If, due to a disability, you need an accommodation during any part of the interview or hiring process, please let your recruiter know and we will work with you to meet your needs. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills. #J-18808-Ljbffr Etsy, Inc.