Global Partner Enablement Lead, Customer Support

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

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.