Engineering Manager, Customer Experience

Role

The Customer Experience Engineering team builds the systems that help buyers and sellers get support when something goes wrong—and the products, platforms, and intelligence that make that support scalable. This is a high-impact engineering leadership role at the intersection of customer experience, marketplace operations, automation, and trust.

Seller Provided Support (SPS)

• Enables sellers to resolve buyers' post-purchase issues
• Strengthens buyer–seller trust
• Reduces avoidable support volume and refunds

Engineering Strategy and Execution

• Builds the CX portfolio including SPS, CX Inbox, buyer and seller native support flows, and LLM-based chat
• Guides the development of LLM-powered and automated support experiences
• Owns the strategy and end-to-end outcomes for the CX portfolio
• Guides the foundations that make CX scalable
• Improves decisioning across classification, context gathering, refunds, logistics, seller responsibility, returns, replacements, and abuse mitigation
• Establishes configurable and auditable sources of truth for policy and automation
• Establishs a high bar for production readiness, observability, testing, incident response, rollout controls, and holiday-season preparedness

Team Leadership

• Leads a team of approximately 8–12 engineers across multiple product and platform workstreams
• Creates clarity around ownership, sequencing, staffing, and trade-offs while hiring, coaching, and developing engineers and engineering leaders

Partnerships and Collaboration

• Partners with Product, Design, and Operations to turn ambiguous customer, marketplace, and business problems into simple, coherent experiences
• Aligns on shared goals, defines clear contracts, and makes dependencies visible early
• Builds strong, durable partnerships with CX Operations, Trust & Safety, Fraud, Seller Operations, Data Science, ML/LLM Platform, Logistics, Payments, and adjacent engineering teams