Job Description

Company Description

As an Etsy employee, you can do the work you love, be yourself, and make an impact in the lives of millions. Our commitments to diversity and inclusion, team culture and the spaces where we work all reflect our mission to keep commerce human.

Job Description

We're looking for a Partner Success Manager to join the Vendor Programs team on Member Services. We lead a portfolio of global partners who offer 24/7 real-time support for Etsys customers. Our goal is optimize Etsys vendor partnerships to ensure we provide effortless, human support at scale for our buyers and sellers.

Partner Success Managers oversee a specific vendor within our partner portfolio, and are accountable for this vendors success. In this role, you will partner with Etsy & vendor leadership to streamline operations and ensure that teams can scale effectively. You will also handle logistics for agent onboarding and access management, and lead implementation of new initiatives that require the vendors support.

You will report to the Senior Manager, Vendor Programs. The role is based in Hudson, NY or Brooklyn, NY. Remote working arrangements outside these locations within the U.S. may be considered.

About the Role

* Acts as the primary point of contact for the vendor partner and collaborates directly with vendor leadership

* Leads weekly partnership success meetings with the vendor to discuss program needs, trends, or upcoming initiatives

* Conducts root cause analyses to identify performance levers and advocates for optimization opportunities

* Tracks vendor performance on the daily, weekly, monthly & quarterly level, with a focus on operational metrics and program success

* Monitors adherence to SLAs, agent reliability and attrition rates and holds vendors accountable to their performance on their monthly scorecard

* Responsible for managing agent onboarding, offboarding, and access processes

* Develops best practices for vendor management and collaborates with the team to apply learnings across programs

Qualifications

* 5+ years of proven experience with vendor performance management
* Able to interpret data, connect to drivers of performance, and communicate insights

* Proficiency with Looker or similar business reporting tools

* Excels at communication and cross-functional collaboration

* Comfortable with ambiguity and a fast-paced work environment

* Experience leading complex projects & processes with multiple levels of stakeholders

Additional Information

At Etsy, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Etsy is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.