Quality Insights Manager, Outsourcing Quality

Company Description

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range: $94,000.00 - $

This position is a full-time role reporting to the Senior Manager of Outsourcing Quality. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

For this role, we are considering candidates based in the United States. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. For candidates within commutable distance, Etsy requires in-office attendance once or twice per week depending on your proximity to the office. Etsy offers different work modes to meet the variety of needs and preferences of our team.

Learn more details about our work modes and workplace safety policies here.

The Quality Insights Manager will own the design and execution of Etsy’s Outsourcing Quality program, which is used to measure and improve agent performance across buyer & seller support and policy enforcement. You’ll operate as an individual contributor in Outsourcing Quality, helping to shape how quality is defined, measured, and acted upon across a globally distributed outsourced workforce. In this role, you’ll drive large-scale, high-impact improvements by translating complex quality data into clear, actionable insights that influence decisions across Outsourcing Operations, Trust & Safety, Risk & Fraud, Customer Support, and other key partners.

Your work will directly impact training effectiveness, cost efficiency, agent performance, and the overall Etsy customer experience.

The Outsourcing Quality team sits within the Outsourcing Enablement team, which is part of a broader organization focused 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 Outsourcing Quality team, helps Etsy provide great support and strong protection of our marketplace.

As the Quality Insights Manager, you will serve as the connective tissue across these teams, bringing a quality-first lens to decision-making and helping align efforts around shared outcomes.

This role offers significant autonomy and influence. You’ll help define and execute on “what great looks like” for the Outsourcing Quality team at Etsy, ensuring this shows up in practice. Your work will include:

• Helping to own the long‑term vision and strategy for Outsourcing Quality across outsourced support and enforcement programs, including defining success metrics and operating models that scale
• Designing and evolving advanced QA frameworks, evaluation methodologies, and governance models that drive clarity, consistency, and accountability across partners. This includes rubric design and maintenance to enable insight generation.
• Producing high‑quality analyses, insights, narratives, and recommendations that influence leadership and shape roadmap decisions across multiple teams that help influence key business metrics.
• Creating and refining fast, effective feedback…