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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and operating outsourced enablement delivery models for customer support, with a strong focus on training delivery, performance evaluation, and continuous improvement. Proven ability to coordinate complex training initiatives and influence cross-functional teams to enhance agent readiness and customer outcomes.
Highest-signal resume keywords
Training DeliveryEnablement Operating ModelPerformance EvaluationCustomer Support OperationsPartner Accountability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Training OperationsAgent CertificationQuality AssuranceNesting PerformanceTime-to-ProficiencyTrain-the-Trainer ModelsOperational ReadinessGovernance RoutinesService LevelsEscalation Paths
Soft Skills
Strong Communication SkillsInfluencing Without Authority
Tools & Technologies
DoceboGuruArticulateZendeskMaestroQALooker
Industry Keywords
Customer SupportOutsourced PartnersBPO OperationsEcommerceMarketplace
About the role
Key responsibilities & impact- Design, stand up, and operate Etsy Customer Support’s outsourced enablement delivery model
- Set expectations for partner-led training delivery, trainer capacity, facilitation quality, nesting, refresher training, and ongoing agent development
- Define quality gates, Train-the-Trainer requirements, trainer accreditation, agent certification, and launch-readiness criteria
- Own enablement intake for product launches, policy updates, workflow changes, and operational priorities
- Establish operating rhythms, performance expectations, and escalation paths for partner accountability
- Ensure partner-developed materials are accurate, modular, scenario-based, and practical while maintaining Etsy policy, brand, and quality approvals
- Use QA, CSAT, repeat contacts, nesting performance, early-tenure outcomes, and time-to-proficiency to identify gaps and improve training
- Coordinate enablement plans for launches, workflow changes, seasonal peaks, and high-impact Customer Support initiatives
- Partner with Support Operations, Product, Policy, Quality Insights, TechOps, and subject-matter experts on executable enablement plans
- Establish feedback loops to improve content, delivery methods, agent readiness, and customer outcomes
- Report to the Senior Director, Outsourcing
Requirements
What you’ll need- 7+ years of experience in training, learning operations, or enablement within a customer-support environment
- Experience supporting outsourced partners or BPO operations
- Practical knowledge of partner-led training delivery, Train-the-Trainer models, trainer certification, agent readiness, nesting, refresher training, and time-to-proficiency
- Experience building or improving an enablement operating model, including roles and responsibilities, governance routines, service levels, quality standards, and escalation paths
- Ability to set expectations with external partners, evaluate performance, address delivery gaps, and drive accountability and improvement
- Experience coordinating training and operational readiness for product launches, policy changes, new workflows, seasonal peaks, or complex business changes
- Experience using QA, CSAT, nesting, early-tenure performance, customer feedback, or other operational data
- Ability to influence multiple internal teams and external partners without direct authority
- Strong written and verbal communication skills
- Ability to travel internationally up to 25%
- Preferred: experience building or transitioning a multi-site Customer Support enablement function to a partner-led or outsourced delivery model
- Preferred: experience establishing trainer accreditation, calibration, and quality-assurance practices
- Preferred: working knowledge of adult-learning and instructional-design principles
- Preferred: familiarity with Docebo, Guru, Articulate, Zendesk, MaestroQA, or Looker
- Preferred: experience in technology, marketplace, or ecommerce environments
- Preferred: experience working across geographically distributed and culturally diverse partner teams
Benefits
Comp & perks- Equity package
- Annual performance bonus
- Competitive benefits that support you and your family
- Visa sponsorship may be available for certain roles and skills
- Partially remote work with occasional office travel for remote candidates