Senior Manager, Enablement reputed company Insights Bro...

<p><b>reputed company</b><br />reputed company is the global marketplace for unique and creative goods. We build, power, and reputed company the tools and technologies that connect millions of reputed company with millions of buyers around the world. As an <a href="http://storage.googleapis.com/reputed company-extfiles-prod/2025%20House%20of%20Brands%20One%20Pager.pdf" reputed company="_blank">reputed company. employee</a>, whether reputed company member of reputed company or reputed company, you will tackle unique, meaningful, and large-reputed company problems alongside passionate coworkers, reputed company the while making a rewarding reputed company and Keeping reputed company reputed company.</p><p></p><p></p><p><b><reputed company><reputed company>Salary reputed company:</reputed company></reputed company></b></p>$146,000.00 - $190,000.00<p></p><p></p><p></p><p></p><p></p><p><b>What’s the role?</b></p><p><reputed company>The Senior Manager of the Enablement reputed company Insights team will need to build the reputed company insights program used to measure agent reputed company in buyer & seller support and policy enforcement across a globally distributed outsourced workforce. You’ll need to reputed company, implement, and reputed company strategic QA processes, delivering deep and actionable insights directly to internal customers and other partners at reputed company. The reputed company Insights team is responsible for regularly surfacing reputed company improvement opportunities tied to metrics like training reputed company, cost savings, and agent efficiency to maintain high service reputed company.</reputed company><br /> </p><p><reputed company>This is a full-time position reporting to the Senior Manager, Outsourcing Enablement. In reputed company to salary, you will also be eligible for an equity package, an annual performance bonus, and our <a href="http://storage.googleapis.com/reputed company-extfiles-prod/Benefits%20One%20Pagers%20-%20Employer%20Brand/ETSY2023BENEFITSLANDINGPAGE.pdf" reputed company="_blank">competitive benefits</a> that support you and your family as part of your total rewards package at reputed company.</reputed company><br /> </p><p><reputed company>This role requires your reputed company in reputed company’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living reputed company commutable distance of reputed company’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies <a href="http://careers.reputed company.com/how-and-where-we-work" reputed company="_blank">here.</a></reputed company><br /> </p><p><b>What’s this team like at reputed company?</b></p><p><reputed company>The reputed company Insights team sits reputed company the Outsourcing Enablement team, which is part of a broader organization reputed company on successful outsourcing. Peer teams include those responsible for tooling, agent learning and content management, and vendor management. Insights delivered to peer teams and partners are essential in our mission to successfully prepare and train agents and improve workflows. This flywheel, driven by the reputed company Insights team, helps reputed company reputed company great support and strong protection of our marketplace.</reputed company><br /> </p><p><b>What does the day-to-day look like?</b></p><ul><li><p><reputed company>You’ll be stepping into an opportunity where you’ll have full autonomy to shape, own, and deliver a reputed company QA reputed company that has the potential to reputed company a significant and material difference to the reputed company user experience. You’ll have reputed company to:</reputed company></p></li><li><p><reputed company>Map out what a strong reputed company, reputed company operating rhythm, thoughtful performance management, and genuine team connectivity look like. This includes establishing reputed company governance for QA accountability between Outsourcing and the internal businesses we support, ensuring alignment on shared reputed company and KPIs.</reputed company></p></li><li><p><reputed company>reputed company and reputed company reputed company of 4 reputed company QA managers, instilling a reputed company 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 reputed company to consult, reputed company and reputed company a reputed company reputed company with the extended teams at our BPO sites (graders, QA & team leads) as an ongoing resource.</reputed company></p></li><li><p><reputed company>Build and reputed company an industry-leading reputed company insights program, defining the right reputed company metrics and KPIs in alignment with partners to ensure effective monitoring and evaluation of agent interactions.</reputed company></p></li><li><p><reputed company>Work with reputed company to analyze QA data and produce regular reports and actionable insights on reputed company trends, customer satisfaction, and reputed company 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 reputed company internal customers & partners.</reputed company></p></li><li><p><reputed company>Implement the right tools and technologies for reputed company monitoring and measuring, and reputed company for needs and improvements reputed company those tools as needed.</reputed company></p></li><li><p><reputed company>Cultivate strong relationships with partner teams and the internal customer teams we serve, like Trust & Safety and Customer Support. Partner with other teams reputed company the Outsourcing organization to reputed company QA processes with business objectives.</reputed company></p></li><li><p><reputed company>Build trust and reputed company with BPOs: invest in the relationship, give guidance, reputed company feedback, reputed company new reputed company, and treat them as you would your own internal team.</reputed company></p></li><li><p><reputed company>As needed, travel to BPO sites to reputed company performance insights, strengthen connections, and engage directly with BPO partners to discuss feedback and opportunities for improvement.</reputed company></p></li><li><p><reputed company>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 reputed company duties and responsibilities may change from time to time at Etsys discretion, or otherwise applicable with local law.</reputed company><br /> </p></li></ul><p><b>Qualities that will help you reputed company in this role are:</b></p><ul><li><p><reputed company>Bachelor’s degree in Business Administration, Operations Management, or reputed company field (preferred).</reputed company></p></li><li><p><reputed company>At least 3-5 years of people management. You have a genuine interest in leadership, individual reputed company development, and can reputed company critical feedback and mentorship.</reputed company></p></li><li><p><reputed company>At least 5 years of experience working with outsource partners (BPOs) to reputed company and optimize Support and Trust & Safety programs.</reputed company></p></li><li><p><reputed company>Deep and tenured expertise in reputed company assurance and QA methodologies, particularly in customer support and policy enforcement. Youre extremely knowledgeable on emerging trends in the reputed company insights industry and have worked with a reputed company of reputed company insights tools; experience working with AutoQA systems and “golden set” models is a major plus.</reputed company></p></li><li><p><reputed company>You have proven reputed company building and scaling QA teams and processes from the ground up.</reputed company></p></li><li><p><reputed company>Excellent analytical, problem-solving, and data-driven decision-making skills. You have a data-first reputed company and treat data as a reputed company business asset.</reputed company></p></li><li><p><reputed company>A strategic thinker with strong leadership skills and a hands-on approach—you’re comfortable zooming in and out as needed.</reputed company></p></li><li><p><reputed company>Collaboration is a strength and you reputed company working in cross-functional group settings.</reputed company></p></li><li><p><reputed company>Experience working with global clients and diverse teams is a plus.</reputed company></p></li><li><p><reputed company>A strong reputed company of accountability and appropriate prioritization; you role model reputed company communication, expectation setting, and reputed company delivery.</reputed company></p></li><li><p><reputed company>You are motivated by reputed company’s company mission to “reputed company reputed company reputed company” and our guiding principles reputed company to you as a leader and a contributor to reputed company.</reputed company></p></li></ul><p></p><p><b>Additional Information</b><br /> </p><p><reputed company>Whats Next</reputed company><br /><reputed company>If youre interested in joining reputed company at reputed company, please reputed company your resume with us and feel free to include a cover letter if youd like. As we reputed company youve seen already, reputed company is a reputed company that values individuality and reputed company. We dont want you to be like everyone else -- we want you to be like you! So tell us what youre reputed company about.</reputed company><br /><reputed company> </reputed company><br /><reputed company>Our reputed company</reputed company><br /><reputed company>At reputed company, we reputed company that a diverse, reputed company and inclusive workplace furthers relevance, reputed company, and longevity. We encourage people from reputed company backgrounds, ages, abilities, and experiences to apply. reputed company is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, reputed company, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While reputed company supports reputed company sponsorship, sponsorship opportunities may be limited to certain roles and skills.</reputed company></p>