Outsourcing Enablement Manager

What You'll Do8

• Own the enablement program for a single line of business, from setting priorities through to measured results.
• Turn shifting policies, workflows, and risk priorities into training and knowledge that partner agents can act on.
• Build and maintain training material and knowledge base articles for frontline support agents.
• Create feedback loops that connect quality signals and partner performance back to content updates.
• Dig into quality, performance, and operational data to surface root causes and show measurable improvement.
• Align internal partners and Etsy Outsource Partner leaders around one shared enablement plan.
• Work with Quality, Partner Success, and EOP leads to keep execution moving across multiple partners.
• Help shape strategy with your manager and teammates while staying hands-on in training, content development, and insights work.

Requirements9

• 5+ years in enablement, training, learning and development, quality, knowledge management, or program management.
• Experience supporting outsourced BPO teams or other distributed operations groups.
• Background in risk and fraud, trust and safety, compliance, payments, marketplace integrity, or a similarly complex operational setting.
• Hands-on use of LMS, knowledge base, authoring, and quality tools such as Guru, WorkRamp, Articulate, and Zendesk.
• Ability to apply AI so content is easier to create, find, and use.
• Track record leading programs end to end: scoping, prioritizing, executing, and measuring across competing demands.
• Experience writing and maintaining training and knowledge content that frontline agents actually use.
• Skill at translating quality, performance, and operational data into root-cause findings.
• Experience working with vendors or external teams in global or multi-site operations.

Who Should Apply

Candidates who have run enablement or training programs for outsourced or distributed support teams, and who know trust and safety, fraud, or payments work up close. You pair content craft in tools like Guru and WorkRamp with the data sense to find root causes and prove results.

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