Outsourcing Enablement Manager (Hybrid Brooklyn)- 1114

About The Team

The Enablement team sits within Etsy's Customer Operations Outsourced Services org, whose mission is to earn trust and brand advocacy by providing exceptional service and proving to customers we have their back. Our team plays a central role by partnering with our internal lines of business (LoBs) and our Etsy Outsource Partners (EOPs) to provide exceptional service and protect the Etsy marketplace.

About The Role

As Outsourcing Enablement Manager, you'll lead your LoB’s enablement program, including training, knowledge management, and feedback loops that equip EOP agents to deliver measurable results. Your impact will come from setting clear priorities, aligning partners, and driving execution through internal partners and EOPs. 

This is an individual-contributor role. You'll work closely with internal partners, as well as Quality, Partner Success, and EOP leaders to translate evolving policies, workflows, and risk priorities into effective agent enablement. In partnership with your manager and teammates, you’ll help shape strategy and direction, while remaining hands-on in training, content development, and insights work as needed.

Requirements

• 5+ years of experience in enablement, training, learning and development, quality, knowledge management, or program management, ideally supporting outsourced (BPO) or other distributed operations teams.
  
  Experience supporting Risk & Fraud, Trust & Safety, compliance, payments, marketplace integrity, or similarly complex operational environments.
  
  Familiarity with LMS, knowledge base, authoring, and quality tools (for example, Guru, WorkRamp, Articulate, Zendesk), along with how to apply AI to make content easier to create, find and use.

Additional Skills 

• A proven ability to lead programs end to end: scoping, prioritizing, executing, and measuring, across multiple partners and competing priorities.
  
  Experience designing and maintaining effective, easy-to-use training and knowledge content for frontline agents.
  
  Ability to translate quality, performance, and operational data to find root-cause insights and measurable improvements.
  
  Experience partnering with vendors and/or external teams in global or multi-site operations.