Outsourcing Enablement Manager - 1023

Role Overview

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.

About The Role

• 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 org.

Requirements

• • 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 organization structure.
• Proven success 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.

Additional Details

This request will

1. support the team while an admin is on leave
2. This role is open to
3. • all work modes (remote/flex/on-site)

• This role

4. 1. may extend, depending on the needs of the team, budget availability, and contractor performance.
5. • The interview process for this role will be:

• • Three rounds of screening, including technical Screen to understand capabilities on knowledge management, training and quality; Leadership screen to understand people and management experiences and General peer screen