Outsourced Operations IC4

Required Qualifications

• Significant experience [8 years+] in outsourcing, BPO management, commercial strategy, operations, partner management, procurement, finance, or a related field.
• Strong understanding of BPO operating models, partner economics, staffing structures, headcount planning, service levels, and partner governance.
• Successful track record in operational environments with expertise in leading large-scale partner ecosystems.
• Ability to connect commercial decisions to operational outcomes, including quality, capacity, agent readiness, customer experience, and cost.
• Strong analytical skills, including comfort working with headcount models, pricing assumptions, performance data, capacity plans, and business plans.
• Experience influencing cross-functional partners and varied range of internal teams.
• Strong written and verbal communication skills, with the ability to synthesize sophisticated commercial and operational topics into clear recommendations for leadership.
• High judgment and comfort operating in ambiguity, especially when building new governance routines, partner models, or commercial frameworks.
• Ability to operate as a senior IC: driving work independently, influencing without direct authority, and acting as a trusted thought partner to senior leaders.

Preferred Qualifications

• Experience structuring or leading BPO agreements, invoicing & pricing models, service credits, or gainshare/painshare models.
• Experience with partner footprints, including India, Philippines, Mexico, LATAM, or other markets.
• Experience supporting agent populations or multi-site outsourced operations.
• Familiarity with WFM concepts such as utilization, shrinkage, occupancy, efficiency, hiring ramps, and capacity planning.
• Experience preparing QBRs, partner scorecards, executive narratives, commercial reviews, or partner strategy materials.
• Experience supporting day to day CX operations.

Compensation & Benefits

• In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family. Base salary is determined by your location, skills, and experience.
• Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent: one called Geo-1, covering the New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area, and one called Geo-2, covering all other U.S. locations. Salary ranges for this role vary by zone and are listed below.

Location

• We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office. Learn more details about our work modes and workplace safety policies here .

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