Manager, Workforce Management

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 Manager, Workforce Management will lead all aspects of forecasting, scheduling, time and attendance, compliance, performance management, and WFM analytics. They will lead and develop a team of Workforce Managers at Etsy and collaborate with internal partners as well as Etsy Outsourced Partners (EOPs) to achieve these goals.

To be successful in this role, the Manager, Workforce Management will develop robust links with partner teams, stay closely aligned with internal customer strategies, and identify and solve for areas of opportunity, leading remediation plans to improve partner performance critical metrics.

This is a full-time position reporting to the Director, Partner Management. 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?

We are passionate about delivering customer service and outstanding outsourcing solutions for Etsy. We are first-principles thinkers and agile problem solvers who lead strategic cross-functional initiatives for this organization. You will help refine the team’s strategic direction and operational cadence.

We collaborate with a diverse group of partners across Product, Engineering, Analytics, Operations, and Outsourcing to build our support organisation as a continually improving entity that delivers outstanding experiences to Etsy’s buyers and sellers.

What does the day-to-day look like?

• Hold partners accountable for their headcount, schedule adherence, and staffing accuracy.

• Provide actionable insights to senior leadership and operations teams to improve workforce decision-making.

• Identify trends and recommend process improvements to increase workforce efficiency.

• Develop and run budgets, ensuring effective cost management. This includes supervising spending, forecasting costs, and producing financial reports.

• Offer insights on partner performance to internal customer teams, highlighting potential areas for partnership and demonstrating their subject matter expertise to improve overall performance.

• Review the terms of our EOP contracts while presenting with partners about day-to-day operations.

• Serve as the lead for Etsy partners when expectations are not met and raise issues to partner senior leadership as necessary.

• Conduct root cause analyses to identify performance drivers and advocate for optimization opportunities to internal leadership.

• Develop standard methodologies for Workforce Management (WFM) and collaborate with peers to apply findings across partner programs.

• Maintain detailed documentation and follow through on established goals and objectives.

• Support your team with goal setting, prioritize their work, and support their growth and development.

• 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:

• Experience: A proven track record in Workforce Management, including at least 3 years managing a team of Workforce Managers.

• Data Interpretation: Ability to interpret data, connect performance drivers, and effectively communicate insights.

• Technical Skills: Advanced proficiency in Excel, Looker, and/or other business intelligence (BI) reporting tools.

• Customer Support Knowledge: Extensive knowledge of all aspects of customer support management, including metrics, scheduling, forecasting, and performance management.

• Problem Solving: Skilled in problem-solving and process improvement.

• Ownership and Decisiveness: A track record of taking ownership, making crucial decisions, and getting results.

• Adaptability: Comfortable working in a fast-paced environment with ambiguity.

• Interpersonal Skills: Excellent communication skills, including the ability to convey complex concepts to diverse collaborators.

• Interpersonal Skills: Ability to communicate effectively and partner with a wide range of colleagues, from direct reports to VP-level executives.

• Planning and Analysis: Proficient in developing plans and analyzing data to identify trends and areas for improvement.

• Regulatory Knowledge: Understanding of industry regulations and familiarity with workforce software systems are essential.

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, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.