Senior Quality Insights Manager, Customer Operations

Job description

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 Inc. employee , whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human. Salary Range: $134,000.00 - $174,000.00 What's the Role?: The Senior Quality Insights Manager will lead the design and execution of our Outsourcing Quality program, which is used to measure and improve agent performance across buyer & seller support and policy enforcement. You’ll operate as the team’s most senior individual contributor in Outsourcing Quality, helping to develop how quality is defined, measured, and acted upon across a globally distributed outsourced workforce! You’ll drive large-scale, high-impact improvements by translating sophisticated quality data into clear, actionable insights that influence decisions across key partners. Your work directly impacts training effectiveness, cost efficiency, agent performance, and the overal...