Outsourcing Enablement Manager (Remote - EST)

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

About The Team

The Outsourced Services team is focused on working across all Operations and businesses to deliver the best outsourcing solutions (agents, technology, tooling, quality) that enable a superior customer experience.

Etsy is seeking a Director of Outsourcing Agent Enablement to join our Outsourced Services Team.

This role leads Etsy’s end-to-end agent enablement charter - which spans training, content governance, and quality management for 1000+ agents across 15+ distinct lines of business. You will be responsible for 18 individual contributors, 3 team managers, and multiple cross-functional partnerships to deliver on our long-term agent success goals.

Responsibilities:

• Lead team of 20+ full-time employees across Training, Content, and Quality to deliver on critical agent preparedness & performance goals.
• Ensure that Etsy’s outsourced ecosystem is optimized to deliver quality customer support and highly accurate enforcement decisions, at scale
• Develop and maintain the framework to use our iterative learning systems, best-in-class knowledge management, and quality assurance programs to create a virtuous feedback loop
• Create robust & scalable internal processes to ensure that agent guidance across multiple complex workflows is accurate, up-to-date, and comprehensive, thereby unlocking error-free delivery of outsourced work
• Execute on H2 Training and Enablement strategies in support of our Etsy Outsourced Partners (BPO’s) to ensure best-in-class training material, frequency, and cadence with a goal of improving agent efficiency, responsiveness, and eventually higher Etsy buyer and seller support.
• Implement a modular & flexible knowledge management system that is scalable, update-friendly and can be integrated seamlessly with multiple technology layers.
• Provide thought partnership to ops leaders within Etsy looking to outsource their scaled operations. Set up an agile system of manual & automated systems that improve value for such partners at minimal turnaround times.
• As a senior leader within outsourced services, champion a culture of collaboration, data-driven decision making, and operational excellence to improve alignment between business partners, content experts, and technology partners across the organization.

Requirements:

Top Skills

• Successful track record solving complex consumer-facing problems, developing strategies and roadmaps, and implementing those plans to bring value for our business and customers.
• 10+ years of experience in BPO or Outsourcing Enablement.
• A strong collaborator who knows how to drive decision-making. Know when and how to balance data with intuition when necessary.
• Experience developing scaled systems & processes to run large-scale outsourcing solutions for internet enterprises

Additional Skills

• Ability to work effectively in a matrixed organizational structure.
• Proven success in leading and developing a cross-functional team representing multiple subject areas
• A track record of building positive relationships with people and teams across a broad, diverse organization.

Hours and Location:

• Monday - Friday, 40 hrs/week, full-time
• Remote, EST hours

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.