Global Partner Enablement Lead, Customer Support

Etsy; New York (NY); Hybrid; USD 109,000 - 147,000; Full time

Benefits offered by this job

Equity package

Annual bonus

Competitive benefits

Job summary

Etsy is seeking a Customer Support Partner Enablement Manager to lead strategy and enablement for its global outsourced network. You will shape training models, quality gates, and readiness criteria, partnering with internal teams to deliver top-tier support.

You will oversee trainer accreditation, content quality, and launch-readiness across product launches and seasonal changes, while measuring impact with CSAT and QA metrics.

Qualifications

• 7+ years in training, learning operations, or enablement within a customer-support environment.
• Experience supporting outsourced partners or BPO operations.
• Practical knowledge of partner-led training delivery and Train-the-Trainer models.
• Ability to set expectations with external partners, evaluate performance, and drive accountability.
• Experience coordinating enablement for product launches, policy changes, and seasonal workflows.
• Use QA, CSAT, nesting, early-tenure performance, and customer feedback to measure enablement impact.
• Ability to bring structure to cross-functional work and drive decisions with influence.
• Strong written and verbal communication; translate changes into actionable enablement plans.
• Willingness and ability to travel internationally up to 25%.

Responsibilities

• Build the Outsourced Enablement Model and define ownership for training development and readiness.
• Lead Partner Training Operations including capacity, quality, nesting, refresher training, and agent readiness.
• Establish Readiness and Certification Standards for trainer accreditation and launch-readiness criteria.
• Manage Intake and Prioritization for product launches, policy updates, and priorities.
• Drive Partner Accountability with operating rhythms, expectations, and escalation paths.
• Guide Learning Design and Quality ensuring modular, scenario-based materials with brand approval.
• Measure Enablement Effectiveness via QA results, CSAT, nesting, and time-to-proficiency.
• Lead Launch and Seasonal Readiness for major initiatives and risk mitigation.
• Coordinate Cross-Functional Execution with Support Ops, Product, Policy, and SMEs.
• Drive Continuous Improvement through feedback loops with partners and internal teams.
• Travel to partner sites as needed.

Skills

Customer Support Enablement

Training Operations

Operating Model Development

Partner Performance Management

Launch Readiness

Data-Driven Decisions

Cross-Functional Influence

Clear Communication

Travel Flexibility

Global Partner Network

Tools

Docebo

Guru

Articulate

Zendesk

MaestroQA

Looker

Job description

Etsy is seeking a Customer Support Partner Enablement Manager to lead strategy and enablement for its global outsourced network. You will shape training models, quality gates, and readiness criteria, partnering with internal teams to deliver top-tier support.

You will oversee trainer accreditation, content quality, and launch-readiness across product launches and seasonal changes, while measuring impact with CSAT and QA metrics.