Engineering Manager, Customer Experience

New

WhatnotCustomer experience

Team members in this role must live within commuting distance of our New York City, Seattle or San Francisco hub.Full-TimeManager

Salary$245K - $330K; $245K – $330K • Offers Equity

Apply NowOpens the employer's application page

Job Details

Experience: 8+ years of experience in product or platform engineering, including 5+ years managing engineering teams.
Required Skills: RESTful APIsDistributed Systems

Have 8+ years of experience in product or platform engineering.
Have 5+ years of experience managing engineering teams.
Have experience leading teams or organizations through multiple concurrent, technically complex workstreams.
Have a track record of building high-impact, end-to-end customer experiences and the backend systems that support them at scale.
Bring strong product judgment and the ability to translate strategic user, operational, and business problems into clear priorities.
Have technical depth in distributed systems, APIs, data models, event-driven systems, third-party integrations, experimentation, or observability.
Have experience partnering with Operations or other business teams whose workflows and outcomes are affected by engineering decisions.
Have a track record of hiring, coaching, and developing senior engineers.
Be able to balance rapid iteration with safeguards for systems affecting customer money, seller livelihoods, trust, fraud exposure, or support operations.

Set the technical vision and multi-year roadmap for Customer Experience Engineering.
Lead a team of approximately 8–12 engineers across product and platform workstreams; hire, coach, and develop engineers and engineering leaders.
Own strategy and end-to-end outcomes for SPS, CX Inbox, buyer and seller support flows, and LLM-based chat.
Guide LLM-powered and automated support experiences, including Sierra, with quality evaluation, guardrails, human escalation, auditability, and safe rollout.
Partner with Product, Design, Operations, and engineering teams to shape coherent support experiences.
Lead support-request data and lifecycle foundations, workflow orchestration, traceability, experimentation, quality measurement, and integrations with Zendesk and other support systems.
Improve decisioning across classification, refunds, logistics, returns, replacements, and abuse mitigation.
Establish production readiness, observability, testing, incident response, rollout controls, and holiday-season preparedness.

View Full Description & ApplyYou'll be redirected to the employer's site