Customer Support Partner Enablement Manager

etsy; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Etsy is seeking a Customer Support Partner Enablement Manager to lead the enablement strategy across our global outsourced partner network. You will focus on high-level strategy, readiness, and partner accountability while Etsy sets policy and quality gates.

Reporting to the Senior Director, Outsourcing, you will design and stand up the enablement model, drive training operations, establish certification standards, and measure impact through QA, CSAT, and time-to-proficiency.

Qualifications

• 7+ years in training, learning operations, or enablement within a customer-support environment.
• Practical knowledge of partner-led training delivery and Train-the-Trainer models.
• Experience building or improving an enablement operating model.
• Ability to set expectations with outsourced partners.

Responsibilities

• Design, stand up, and operate the enablement delivery model for Etsy Customer Support.
• Lead partner training operations and ensure trainer capacity, facilitation quality, nesting, refresher training, and agent development.
• Establish readiness and certification standards: quality gates, Train-the-Trainer, trainer accreditation, and launch-readiness criteria.
• Own the enablement intake process for product launches, policy updates, workflow changes, and priorities.
• Drive partner accountability with operating rhythms, performance expectations, and escalation paths.
• Guide learning design and quality, ensuring materials are accurate, modular, and policy-aligned.
• Measure enablement effectiveness via QA, CSAT, nesting, time-to-proficiency, and related metrics.
• Lead launch and seasonal readiness with cross-functional coordination.
• Coordinate cross-functional execution with Support Operations, Product, Policy, and TechOps.
• Drive continuous improvement through feedback loops with partners and Etsy teams.

Skills

Enablement strategy

Training operations

Partner accountability

Quality standards

Job description

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.

What does the day-to-day look like?

• 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, TechOps, and internal subject-matter experts to convert changes into clear, executable enablement plans.
• Drive Continuous Improvement: Establish feedback loops between Etsy teams, partner trainers, and frontline operations to improve content, delivery methods, agent readiness, and customer outcomes over time.

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.

Qualities that will help you thrive in this role are:

• Customer Support Enablement Experience: 7+ years of experience in training, learning operations, or enablement within a customer-support environment, including experience supporting outsourced partners or BPO operations.
• Training Operations Expertise: Practical knowledge of partner-led training delivery, Train-the-Trainer models, trainer certification, agent readiness, nesting, refresher training, and time-to-proficiency.
• Operating Model Development: Experience building or improving an enablement operating model, including roles and responsibilities, governance routines, service levels, quality standards, and escalation paths.
• Partner Performance Management: Demonstrated ability to set expectations with e