Senior Outsourcing Strategy & Commercial Leader

Etsy; New York (NY); On-site; USD 139,000 - 187,000; Full time

Benefits offered by this job

Equity package

Annual performance bonus

Competitive benefits

Job summary

Etsy is seeking a Senior Outsourcing Strategy & Commercial Lead to guide the outsourced services portfolio and partner ecosystem. You will drive capacity planning, governance, and commercial structure to enable scalable, high-quality support across the organization.

This senior IC role partners with the Director of Outsourcing to set strategy, manage vendor economics, and lead cross-functional initiatives across Customer Support, Trust & Safety, Risk & Fraud, and Enablement.

Qualifications

• Significant experience in outsourcing, BPO management, and commercial strategy (8+ years).
• Experience with vendor governance and capacity planning.
• Strong written and verbal communication skills and ability to influence senior leaders.

Responsibilities

• Serve as senior IC partner across BPO strategy, governance, operational performance and outsourced-services execution.
• Define outsourcing strategy, partner footprint, capacity planning, commercial structure and long-term vendor roadmap.
• Own the commercial governance model, including pricing, service credits, incentives, penalties, gainshare/painshare opportunities, partner economics and cost-to-serve tradeoffs.
• Collaborate with Workforce Management, Finance, Procurement, Legal, Enablement, TechOps and Partner Management to connect headcount plans and staffing decisions.
• Build and maintain scalable partner performance routines, including ABRs/QBRs/MBRs, scorecards, commercial reviews and leadership-ready partner narratives.
• Translate operational needs into commercial and contractual requirements to support quality, training, tooling, capacity and service levels.
• Develop recommendations for BPO investments and changes to partner footprint, role/location shifts, and new service models.

Skills

Outsourcing strategy

BPO management

Commercial strategy

Operations

Partner management

Procurement

Finance

Strategic thinking

Job description

Etsy is seeking a Senior Outsourcing Strategy & Commercial Lead to guide the outsourced services portfolio and partner ecosystem. You will drive capacity planning, governance, and commercial structure to enable scalable, high-quality support across the organization.

This senior IC role partners with the Director of Outsourcing to set strategy, manage vendor economics, and lead cross-functional initiatives across Customer Support, Trust & Safety, Risk & Fraud, and Enablement.