Etsy is the global marketplace for unique and creative goods. We build,power, and evolve the tools and technologies that connect entrepreneurswith buyers around the world. As an Etsy employee, you’ll tackle uniqueproblems alongside talented coworkers committed to Keeping Commerce Human.We're large enough that you'll focus on meaningful, complex challenges, butsmall enough that you can make a rewarding impact.
We're looking for a Senior Manager to lead the Partner Programs team on Member Services, driving forward the growth and success of our outsourced customer support relationships. At Etsy, we call our third-party vendors “partners” because we believe they’re an extension of our brand and our team, and that’s the culture we’ve crafted within our programs. Our mission is to provide our partner teams with the best tools and resources possible, so that they can in turn provide an excellent customer experience to our buyers and sellers.
As the Senior Manager of Partner Programs, you will be at the helm of Etsy’s customer support outsourcing strategy, leading a portfolio of 3 partners across 4 sites with 600+ agents. You will keep a pulse on industry standards and competitive trends to ensure our programs are “best in class”. You will ensure we’re maintaining the right mix of partner locations, services, and capabilities to meet Etsy’s growing business needs. Do you find happiness in building values-aligned customer support programs that are high quality, agile, and resilient? If so, this could be an ideal fit.
This is a full-time position ideally located in Brooklyn or Hudson, NY, reporting to the Director, Partner Enablement. We're also open to remote hires within all U.S. states except Hawaii and Alaska. Candidates will work Eastern Standard Time US hours.
Many Etsy roles are open to remote candidates, and you'll be able to identify which ones within the location header of each job description. For candidates who will work remotely from Colorado, visit this link for information related to Colorado's Equal Pay for Equal Work Act.
About the Role
In this role, you will:
Be proficient in the health of our partner programs and immersed in performance data, contributing your operational expertise and representing partner performance to organizational and company leadership
Review weekly and monthly scorecards and engage in regular business reviews, working with your team to document and socialize successes and action plans to improve critical metrics such as SLAs, quality, and customer satisfaction
Build a deeper understanding of our partner operations across the organization and company at-large, demystifying processes, sharing methodologies with teams across Etsy, and crafting tighter feedback loops
Lead new vendor selection processes and contract renewals as needed, running RFPs to identify partners that uphold Etsy’s standards and working closely with partners across Legal, Strategic Sourcing and Compliance
Be a key member of the Partner Enablement leadership group, advising on our overall team strategy and roadmap and partnering closely with your peers
Mentor your team on goal setting, work prioritization and career development and build alignment with organizational leadership on the team’s behalf
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.
Ideally you’ll bring:
7+ years of people management with a proven ability in contact center or vendor management, preferably in the customer support or BPO industry
Outstanding communication and social skills, with the ability to influence multiple partners at various levels and subject areas
Comfortable leading in a highly collaborative, cross-functional environment
Ability to maintain composure and optimism in high stress situations
Ability to capture and utilize data to make decisions
Excellent written and presentation skills
A trust in and commitment to Etsy’s vision, mission and values
MBA a plus
If you're interested in joining the team at Etsy, please send a cover letter and resume telling us why you'd be right for the position. As you've hopefully seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else? we want you to be like you! So write to us and tell us what you?re all about.
At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.