Etsy · 1 day ago
Senior Manager, Enablement Quality Insights
Washington, United States
Full-time
Hybrid
Senior Level
5+ years expEtsy is the global marketplace for unique and creative goods, and they are seeking a Senior Manager for the Enablement Quality Insights team. This role involves building a quality insights program to measure agent success in buyer and seller support, developing strategic QA processes, and delivering actionable insights to improve service levels.
Consumer GoodsE-CommerceInternetRetailSales
Responsibilities
You’ll be stepping into an opportunity where you’ll have full autonomy to shape, own, and deliver a clear QA strategy that has the potential to make a significant and material difference to the Etsy user experience. You’ll have the opportunity to:
Map out what a strong vision, clear operating rhythm, thoughtful performance management, and genuine team connectivity look like. This includes establishing clear governance for QA accountability between Outsourcing and the internal businesses we support, ensuring alignment on shared outcomes and KPIs
Lead and coach a team of 4 Etsy QA managers, instilling a vision for QA based on your own expertise, operating norms, and best practices. This should include designing, implementing, and maintaining the right QA frameworks and procedures. You’ll also be able to consult, leverage and form a close connection with the extended teams at our BPO sites (graders, QA & team leads) as an ongoing resource
Build and develop an industry-leading quality insights program, defining the right quality metrics and KPIs in alignment with partners to ensure effective monitoring and evaluation of agent interactions
Work with the team to analyze QA data and produce regular reports and actionable insights on quality trends, customer satisfaction, and root cause analyses for process improvement and agent training/ coaching. You’ll need to implement fast and impactful feedback loops between the QA team, our agents, and our Etsy internal customers & partners
Implement the right tools and technologies for quality monitoring and measuring, and advocate for needs and improvements within those tools as needed
Cultivate strong relationships with partner teams and the internal customer teams we serve, like Trust & Safety and Customer Support. Partner with other teams within the Outsourcing organization to align QA processes with business objectives
Build trust and connection with BPOs: invest in the relationship, give guidance, gather feedback, pilot new methods, and treat them as you would your own internal team
As needed, travel to BPO sites to gather performance insights, strengthen connections, and engage directly with BPO partners to discuss feedback and opportunities for improvement
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
Qualification
Required
At least 3-5 years of people management. You have a genuine interest in leadership, individual skill development, and can provide critical feedback and mentorship
At least 5 years of experience working with outsource partners (BPOs) to scale and optimize Support and Trust & Safety programs
Deep and tenured expertise in quality assurance and QA methodologies, particularly in customer support and policy enforcement. You're extremely knowledgeable on emerging trends in the quality insights industry and have worked with a variety of quality insights tools; experience working with AutoQA systems and 'golden set' models is a major plus
You have proven success building and scaling QA teams and processes from the ground up
Excellent analytical, problem-solving, and data-driven decision-making skills. You have a data-first mindset and treat data as a core business asset
A strategic thinker with strong leadership skills and a hands-on approach—you're comfortable zooming in and out as needed
Collaboration is a strength and you thrive working in cross-functional group settings
A strong sense of accountability and appropriate prioritization; you role model clear communication, expectation setting, and timely delivery
You are motivated by Etsy's company mission to 'keep commerce human' and our guiding principles speak to you as a leader and a contributor to our team
Preferred
Bachelor's degree in Business Administration, Operations Management, or related field
Experience working with global clients and diverse teams is a plus
Benefits
Equity package
Annual performance bonus
Competitive benefits that support you and your family
Company
Etsy
Etsy is an e-commerce site and a smartphone application for buying and selling handmade and vintage items.
1001-5000 employees
H1B Sponsorship
Etsy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (38)
2024 (46)
2023 (32)
2022 (52)
2021 (45)
2020 (39)
Funding
Current Stage
Public CompanyTotal Funding
$747.26MKey Investors
Elliott Management Corp.Index VenturesAccel
2025-06-12Post Ipo Debt· $650M
2024-02-01Post Ipo Equity
2017-05-15Post Ipo Equity
Leadership Team
Josh Silverman
CEO
Zofia Ciechowska
Vice President, People Strategy
Recent News
Small Business Trends
2026-01-08
Payments Dive
2026-01-08
Digital Commerce 360
2026-01-07
Company data provided by crunchbase