Customer Support Partner Enablement Manager
Etsy · Brooklyn, NY · 1 mo ago
OTHRFull-time
We need to output HTML fragment with headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID. Remove boilerplate, navigation, legal, EEO, etc. Preserve all substantive info.
We need to parse the posting.
Company description: "Etsy is the global marketplace..." This is company description; maybe we can put under About the role? Actually "About the role" is a heading for role description. The company description could be part of About the role? Usually "About the role" includes description of role and maybe company. But we can include a short paragraph about company under About the role? The instruction: Use
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID. Remove boilerplate, navigation, legal, EEO, etc. Preserve all substantive info.
We need to parse the posting.
Company description: "Etsy is the global marketplace..." This is company description; maybe we can put under About the role? Actually "About the role" is a heading for role description. The company description could be part of About the role? Usually "About the role" includes description of role and maybe company. But we can include a short paragraph about company under About the role? The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include if posting has real specific content.
We need to extract:
- About the role: includes company description and role overview: "Etsy is the global marketplace..." plus "What's the Role? Are you passionate..." plus description of role: "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." Also "This is a full-time position reporting to the Senior Director, Outsourcing." Also maybe location info? But location maybe under Pay/Schedule? We'll see.
- Responsibilities: The bullet list under "What does the day-to-day look like?" includes many responsibilities. We'll put those as - .
- Requirements: The "Qualities that will help you thrive in this role are:" list includes required qualifications/experience. Those are required. So we can put under Requirements.
- Qualifications: The "Preferred Qualifications" list. So we can put under Qualifications.
- Skills: Might be overlapping; but we could extract skills from requirements like "Customer Support Enablement Experience", "Training Operations Expertise", etc. But those are already in Requirements. The instruction says we can have Skills section if there is specific content. Could combine some. But we have Requirements and Qualifications already. Might not need Skills separate unless there is explicit skill list. The posting includes "Clear Communication", "Flexibility to Travel". Those could be skills. But they are also in the qualities list. Might be okay to put them under Requirements. We'll decide to not create Skills if not distinct.
- Benefits: The posting includes "Compensation & Benefits" paragraph: "In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family." Also mentions base salary determined by location, skills, experience. Also mentions geographic pay zones and salary ranges. Also mentions remote expectations. So we can have Benefits section with equity package, annual performance bonus, competitive benefits. Also maybe mention remote work expectations? That's more Schedule? Actually schedule: remote expectations, travel up to 25%, office attendance once or twice per week. That could be Schedule. Pay: salary ranges.
Thus:
- Pay: salary ranges Geo-1 and Geo-2.
- Benefits: equity package, annual performance bonus, competitive benefits (health, etc). Also maybe mention "Learn more details about our work modes and workplace safety policies here." but that's a link; we can drop as boilerplate? It's not substantive? Might be considered navigation. We'll drop.
- Schedule: remote expectations: "Location We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office." Also "Flexibility to Travel: Ability to travel internationally up to 25% to visit partner sites, including locations in Guatemala, India, and the Philippines." That's travel expectation; could be under Schedule or maybe under Responsibilities? It's a requirement. But we have travel as a quality. We'll put under Schedule? Actually schedule is about work hours/location/travel. We'll include both remote/hybrid expectations and travel.
Thus:
Sections:
About the role
Company description + role overview.
Responsibilities
- ... each bullet from day-to-day.
Requirements
- ... each from "Qualities that will help you thrive in this role are:" list.
Qualifications
- ... each from "Preferred Qualifications" list.
Benefits
- Equity package
- Annual performance bonus
- Competitive benefits supporting you and your family
Pay
Salary ranges: Geo‑1 (NYC metro, San Francisco Bay Area, Seattle metro): $109,000 – $147,000 USD annual; Geo‑2 (all other U.S. locations): $98,000 – $132,000 USD annual.
Schedule
Hybrid work model: priority given to candidates within commutable distance of the Brooklyn office, with expectation to work on‑site once or twice per week; remote candidates outside commutable distance considered case‑by‑case with occasional office travel. Role requires up to 25% international travel to partner sites in Guatemala, India, and the Philippines.
We must ensure we don't include filler like "commensurate with experience". Not present.
We must not include boilerplate like EEO, legal, etc. We removed.
Check that we didn't repeat job title as heading. Good.
We must preserve all substantive information. Did we miss any? Let's verify.
From 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."
We included that in About the role paragraph.
From "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."
We included that.
From "What does the day-to-day look like?" list: we need to capture each bullet.
Let's extract them exactly:
- 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.
We'll put each as - .
From "Qualities that will help you thrive in this role are:" list:
- 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 external partners, evaluate performance, address delivery gaps, and drive sustained accountability and improvement.
- Launch and Change Readiness: Experience coordinating training and operational readiness for product launches, policy changes, new workflows, seasonal peaks, or other complex business changes.
- Data-Informed Decision-Making: Experience using QA, CSAT, nesting, early-tenure performance, customer feedback, or other operational data to evaluate enablement effectiveness and prioritize improvements.
- Cross-Functional Influence: Ability to bring structure and clarity to work involving multiple internal teams and external partners, resolve competing priorities, and move decisions forward without direct authority.
- Clear Communication: Strong written and verbal communication skills, with the ability to translate complex changes into clear expectations and actionable enablement plans.
- Flexibility to Travel: Ability to travel internationally up to 25% to visit partner sites, including locations in Guatemala, India, and the Philippines.
We'll put each as
- under Requirements.
From "Preferred Qualifications":
- Experience building or transitioning a multi-site Customer Support enablement function to a partner-led or outsourced delivery model.
- Experience establishing trainer accreditation, calibration, and quality-assurance practices across multiple partners, sites, or lines of business.
- Working knowledge of adult-learning and instructional-design principles, with the ability to evaluate modular, scenario-based, and self-paced learning materials.
- Familiarity with learning, knowledge-management, customer-support, quality, and analytics platforms such as Docebo, Guru, Articulate, Zendesk, MaestroQA, or Looker.
- Experience supporting enablement in a fast-changing technology, marketplace, or ecommerce environment with frequent product, policy, and workflow changes.
- Experience working
- .
- Requirements: The "Qualities that will help you thrive in this role are:" list includes required qualifications/experience. Those are required. So we can put under Requirements.
- Qualifications: The "Preferred Qualifications" list. So we can put under Qualifications.
- Skills: Might be overlapping; but we could extract skills from requirements like "Customer Support Enablement Experience", "Training Operations Expertise", etc. But those are already in Requirements. The instruction says we can have Skills section if there is specific content. Could combine some. But we have Requirements and Qualifications already. Might not need Skills separate unless there is explicit skill list. The posting includes "Clear Communication", "Flexibility to Travel". Those could be skills. But they are also in the qualities list. Might be okay to put them under Requirements. We'll decide to not create Skills if not distinct.
- Benefits: The posting includes "Compensation & Benefits" paragraph: "In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family." Also mentions base salary determined by location, skills, experience. Also mentions geographic pay zones and salary ranges. Also mentions remote expectations. So we can have Benefits section with equity package, annual performance bonus, competitive benefits. Also maybe mention remote work expectations? That's more Schedule? Actually schedule: remote expectations, travel up to 25%, office attendance once or twice per week. That could be Schedule. Pay: salary ranges.
Thus:
- Pay: salary ranges Geo-1 and Geo-2.
- Benefits: equity package, annual performance bonus, competitive benefits (health, etc). Also maybe mention "Learn more details about our work modes and workplace safety policies here." but that's a link; we can drop as boilerplate? It's not substantive? Might be considered navigation. We'll drop.
- Schedule: remote expectations: "Location We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office." Also "Flexibility to Travel: Ability to travel internationally up to 25% to visit partner sites, including locations in Guatemala, India, and the Philippines." That's travel expectation; could be under Schedule or maybe under Responsibilities? It's a requirement. But we have travel as a quality. We'll put under Schedule? Actually schedule is about work hours/location/travel. We'll include both remote/hybrid expectations and travel.
Thus:
Sections:
About the role
Company description + role overview.
Responsibilities
- ... each bullet from day-to-day.
Requirements
- ... each from "Qualities that will help you thrive in this role are:" list.
Qualifications
- ... each from "Preferred Qualifications" list.
Benefits
- Equity package
- Annual performance bonus
- Competitive benefits supporting you and your family
Pay
Salary ranges: Geo‑1 (NYC metro, San Francisco Bay Area, Seattle metro): $109,000 – $147,000 USD annual; Geo‑2 (all other U.S. locations): $98,000 – $132,000 USD annual.
Schedule
Hybrid work model: priority given to candidates within commutable distance of the Brooklyn office, with expectation to work on‑site once or twice per week; remote candidates outside commutable distance considered case‑by‑case with occasional office travel. Role requires up to 25% international travel to partner sites in Guatemala, India, and the Philippines.
We must ensure we don't include filler like "commensurate with experience". Not present. We must not include boilerplate like EEO, legal, etc. We removed. Check that we didn't repeat job title as heading. Good. We must preserve all substantive information. Did we miss any? Let's verify. From 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." We included that in About the role paragraph. From "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." We included that. From "What does the day-to-day look like?" list: we need to capture each bullet. Let's extract them exactly: - 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. We'll put each as - . From "Qualities that will help you thrive in this role are:" list: - 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 external partners, evaluate performance, address delivery gaps, and drive sustained accountability and improvement. - Launch and Change Readiness: Experience coordinating training and operational readiness for product launches, policy changes, new workflows, seasonal peaks, or other complex business changes. - Data-Informed Decision-Making: Experience using QA, CSAT, nesting, early-tenure performance, customer feedback, or other operational data to evaluate enablement effectiveness and prioritize improvements. - Cross-Functional Influence: Ability to bring structure and clarity to work involving multiple internal teams and external partners, resolve competing priorities, and move decisions forward without direct authority. - Clear Communication: Strong written and verbal communication skills, with the ability to translate complex changes into clear expectations and actionable enablement plans. - Flexibility to Travel: Ability to travel internationally up to 25% to visit partner sites, including locations in Guatemala, India, and the Philippines. We'll put each as
- under Requirements. From "Preferred Qualifications": - Experience building or transitioning a multi-site Customer Support enablement function to a partner-led or outsourced delivery model. - Experience establishing trainer accreditation, calibration, and quality-assurance practices across multiple partners, sites, or lines of business. - Working knowledge of adult-learning and instructional-design principles, with the ability to evaluate modular, scenario-based, and self-paced learning materials. - Familiarity with learning, knowledge-management, customer-support, quality, and analytics platforms such as Docebo, Guru, Articulate, Zendesk, MaestroQA, or Looker. - Experience supporting enablement in a fast-changing technology, marketplace, or ecommerce environment with frequent product, policy, and workflow changes. - Experience working