Outsourcing Enablement Manager (100% Remote)

The Mom Project is excited to support Etsy with their search for an Outsourcing Enablement Manager to join their team on a contract basis.

About the Team

The Enablement team sits within Etsy’s Customer Support & Services (CSS) org, whose mission is to earn trust and brand advocacy through providing exceptional service and proving to customers we have their back. Our team plays a central role in delivering on this mission by partnering with our internal lines of business (LoBs) and our Etsy Outsource Partners (EOPs) to provide exceptional service and protect the Etsy marketplace.

About the Role

As Outsourcing Enablement Manager, you’ll partner with your Squad Lead to develop clear and impactful training and knowledge resources, and gather and act on insights that can drive EOP performance, all in service of achieving the business objectives of your LoB. Our squads will be leanly staffed, so you should expect to roll up your sleeves and work on training, content, insights, and other types of work that may be needed to maximize the impact of our EOP partners.

Responsibilities:

• Partner with your Squad Lead and LoB partners to understand your LoB’s objectives and how your EOP partners can help achieve them.
• Own the development, enhancement, and maintenance of impactful trainings and knowledge resources based on your understanding of how to best enable agents to drive business results.
• Contribute to the feedback loop, identifying and acting on opportunities to drive continuous improvements in EOP performance in partnership with the Performance Insights (fka Enablement Quality Insights) team.
• Partner closely with your fellow squad members to establish best practices for squad operations.
• Contribute to strategic projects that enhance the smooth functioning and impact of your squad and the entire Enablement team.
• If needed, travel to EOP sites to gather performance insights, strengthen connections with EOP partners, and/or deliver training.
• 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.

Qualifications:

• You’re a skilled problem solver and spend time on issue diagnosis before identifying the right approach.
• You’re an effective communicator, especially in writing, with the ability to distill complex workflows in a clear and easily digestible manner.
• You’re adept at influencing without authority and are able to drive impact while working across and maintaining strong relationships with multiple partners.
• You have strong organizational skills and are adept at balancing multiple complex projects simultaneously and independently. You take it in stride and adapt when priorities shift.
• You’re curious and demonstrate a willingness to revisit how things were done to consider how they could be done.
• You focus on outcomes and take a pragmatic and flexible approach to achieving them.
• You take your work seriously, but don’t take yourself too seriously.

Hours and Location

• Monday-Friday, 40 hours/week
• 100% remote - US

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.