Enablement Learning and Development Manager

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, Reverb, 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.

What's the role?

The EOP Learning Manager will play a key role in designing, developing, and implementing innovative learning solutions that enhance the skills and performance of our global audience of customer support and policy enforcement agents. You will collaborate with cross-functional stakeholders to identify training needs, create engaging, learner-centered content, and deliver impactful learning experiences. Your focus will be on driving continuous development, improving operational effectiveness, and ensuring alignment with business goals. With a deep understanding of adult learning principles and a passion for empowering others, you will help shape a culture of growth and excellence within the organization.

This is a full-time position reporting to the Manager of EOP Learning and Development. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

This role requires your presence in Etsy’s Mexico City office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of our Mexico City office or in Guadalajara may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What’s this team like at Etsy?

The EOP Learning and Development team plays a key role in preparing agents at Etsy to deliver exceptional customer experiences and enforce policies effectively. This team focuses on designing and developing learner-centered training materials that emphasize continuous skills development. In close collaboration with the Agent Resource Management (ARM) team—responsible for creating accessible and digestible agent resources—and the EOP Quality Insights (EQI) team—focused on measuring interaction quality and identifying areas for improvement—the Learning and Development team drives the Enablement vision to surprise and delight our members while ensuring a safe marketplace.

What does the day-to-day look like?

• Effectively navigate and synthesize complex content, and then use instructional design to create learning experiences including eLearning, micro-learning, and videos.

• Act as a consultative partner by making recommendations backed by data and/or external research on the right methods and modalities of training.

• Follow established processes to address a business need through the learning objectives of the material; skillfully flexes the process when needed.

• Collaborate with partner teams to identify training and content needs to enable agent success and drive key metrics.

• Proactively address areas of opportunity within our training through data and insights received from a robust feedback system.

• Deliver launches on time and with quality, acting as a guide for stakeholders along the process. Clearly communicates project goals and timelines and holds others accountable.

• Use data insights from assessments to improve training quality and efficiency

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• At least 3 years of experience in creating and leading interactive learning experiences, designing curriculum using experiential, adult-centered learning methods, and using blended learning and innovative technologies to bolster retention and proficiency.

• At least 3 years of experience developing eLearning in Articulate Suite (Rise and Storyline)

• Experience working with different departments to identify learning needs and create tailored learning solutions.

• Skilled in applying adult learning principles and designing storyboards for eLearning, videos, and animations for Learning Management Systems (LMS). Docebo a plus.

• Experience managing multiple projects and clients as a consultant, collaborating with teammates.

• Develops immersive and blended learning programs that encourage deep learning and application, incorporating social and collaborative learning methods.

• Has a growth mindset, passion for learning design, and stays updated with industry trends (e.g., active member of L&D organizations like ATD).

• Ability for providing strategic advice on training solutions to meet business challenges.

• Strong focus on maintaining training quality in fast-paced and regulated environments.

• Prioritizes tasks effectively, asks clarifying questions when needed, and meets deadlines consistently.

• Receives positive feedback from peers and collaborators, while continuously improving based on critical feedback.

• Strong written, verbal communication skills and presentation skills.

Additional Information

What's Next
If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.