Customer Support Partner Enablement Manager

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 employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together.

What's the Role?

Are you passionate about setting global operational standards and scaling elite customer support? Etsy is hiring a Customer Support Partner Enablement Manager to join our Outsourced Services team. In this role, you will be responsible for and strengthen the training and enablement strategy across our global Etsy outsourced partner network (EOP).

Rather than crafting content or leading daily instruction, you will focus on high-level strategy, launch readiness, quality standards, and partner accountability. Our EOP partners run daily facilitation and content creation, while Etsy leads policy sign-offs, quality gates, and critical issues. You will act as the key link between internal customers and external partners to ensure support teams deliver outstanding customer experiences.

This is a full-time position reporting to the Senior Director, Outsourcing.

• Build the Outsourced Enablement Model:
  Design, stand up, and operate the enablement delivery model for Etsy Customer Support, establishing clear ownership between Etsy and its outsourced partners for training development, delivery, certification, readiness, and performance.

• Lead Partner Training Operations:
  Set expectations for partner-led training delivery, trainer capacity, facilitation quality, nesting, refresher training, and ongoing agent development across the global support network.

• Establish Readiness and Certification Standards:
  Define quality gates, Train-the-Trainer requirements, trainer accreditation, agent certification, and launch-readiness criteria to ensure teams are prepared before supporting customers.

• Manage Intake and Prioritization:
  Own the enablement intake process for product launches, policy updates, workflow changes, and operational priorities, translating business needs into clear partner requirements, timelines, and service levels.

• Drive Partner Accountability:
  Establish operating rhythms, performance expectations, and escalation paths that hold partners accountable for timely, accurate, and effective enablement delivery.

• Guide Learning Design and Quality:
  Ensure partner-developed materials are accurate, modular, scenario-based, and practical for frontline agents, while Etsy retains appropriate policy, brand, and quality approvals.

• Measure Enablement Effectiveness:
  Use QA results, CSAT, repeat contacts, nesting performance, early-tenure outcomes, and time-to-proficiency to identify gaps and drive improvements in training delivery.

• Lead Launch and Seasonal Readiness:
  Coordinate enablement plans for major launches, workflow changes, seasonal peaks, and other high-impact Customer Support initiatives, identifying and resolving risks before they affect agents or customers.

• Coordinate Cross-Functional Execution:
  Partner with Support Operations, Product, Policy, Quality Insights, Tech Ops, and internal subject-matter experts to convert changes into clear, executable enablement plans.

• Drive Continuous Improvement:
  Establish…