Director Customer Experience Engineering

At eBay, we're more than a global ecommerce leader - we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work - every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers - and help us connect people and build communities to create economic opportunity for all.

About the team and the role:

We are engaged in a Customer Experience Transformation, a multi-year effort to fundamentally rethink how buyers and sellers interact across our platform. This transformation prioritizes delivering smooth, personalized, and reliable end-to-end experiences supported by modern architecture, data-informed insights, and AI-enabled features.

This role is part of the Global Platforms team in Customer Service Technology. The group builds foundational systems, services, and smart capabilities that support customer interactions at scale across eBay. The team plays a significant role in unifying fragmented experiences and ensuring consistent, high-quality engagement across all customer touchpoints.

We are looking for a Director Customer Experience Engineering to guide this transformation in close collaboration with product, development, and business leadership. Reporting to senior engineering leadership and partnering with Director-level product and customer experience leaders, you will define and complete the technology strategy that builds a unified, scalable, and customer-centered ecosystem to support journeys.

What you will accomplish:

Customer Experience Vision and Strategy:

• Define and drive the technical vision and roadmap for customer experience transformation across the platform.
• Lead the evolution toward agentic customer experiences where intelligent systems identify issues, recommend actions, and resolve customer needs end to end.
• Translate business and customer experience strategy into scalable engineering solutions that improve end-to-end customer journeys, especially during moments of friction or support need.
• Partner closely with Product, Design, and customer experience leadership, to align on north star metrics such as NPS, resolution time, containment, conversion, and trust.
• Champion a customer-first and AI-first engineering approach, ensuring all systems are grounded in user impact and measurable outcomes.

Agentic Platform and Architecture Leadership:

• Build and scale platforms that enable intelligent, context-aware assistance, including:
  
  • Conversational interfaces and orchestration layers
  • Decisioning systems for next-best action and automated resolution
  • Knowledge systems that power dynamic, real-time responses
• Drive the development of autonomous workflows that resolve common and complex customer issues without manual intervention.
• Enable human-in-the-loop systems that augment support agents with real-time insights, recommendations, and automation.
• Partner with Data Science and AI teams to productionize machine learning and large language model capabilities in a safe, scalable, and reliable manner.
• Ensure strong governance around trust, safety, privacy, and explainability in all intelligent systems.

Team Leadership and Organizational Growth:

• Lead, mentor, and scale a high-performing organization of Engineering Managers and senior engineers.
• Build capabilities in AI and machine learning engineering, distributed systems, and platform development within the team.
• Foster a culture of innovation, experimentation, and responsible AI development.
• Attract and retain top talent aligned with the transformation vision.

Delivery and Execution Excellence:

• Oversee execution of complex, multi-functional initiatives spanning customer experience and intelligent support systems.
• Deliver scalable platforms that support high-volume, real-time customer interactions.
• Ensure engineering excellence across availability, latency, and system reliability, especially in customer-critical flows.
• Drive measurable improvements in resolution speed, containment rates, and customer satisfaction.

Operational and Process Excellence:

• Establish processes to support rapid experimentation and iteration of features powered by artificial intelligence.
• Implement observability and feedback loops to continuously improve model performance and system outcomes.
• Define and track key performance indicators tied to both engineering health and customer experience outcomes.
• Lead incident response and continuous improvement practices for customer-facing systems.

Cross-Functional Leadership:

• Partner deeply with Product, Design, Data Science, Trust, and Operations to deliver cohesive, intelligent customer experiences.
• Collaborate with senior leadership to prioritize investments in automation, intelligence, and platform unification.
• Serve as a key leader in crafting how the organization adopts and scales customer experiences powered by artificial intelligence.

Customer Trust and Quality:

• Ensure all systems meet the highest standards for trust, safety, and privacy, especially in automated decision-making.
• Establish safeguards and critical issue paths for edge cases and sensitive customer scenarios.
• Champion transparent and explainable systems that build customer confidence in automated experiences.

What you will bring:

• 15+ years of software engineering experience, with 5 or more years in people management and 3 or more years managing managers.
• Proven experience leading large-scale customer-facing platforms, ideally including support or service experiences.
• Strong technical background in distributed systems, AI or machine learning-enabled platforms, or intelligent automation systems.
• Experience building or scaling conversational systems, decisioning platforms, or automated workflows.
• Ability to translate business and customer experience strategy into intelligent, scalable engineering solutions.
• Track record of delivering complex, high-quality systems at scale with measurable customer impact.

Preferred Qualifications:

• Experience in ecommerce, marketplace, or consumer platforms.
• Background in customer support technologies, automation, or service platforms.
• Experience working with large language models, conversational AI, or recommendation systems in production environments.
• Experience driving AI-first or automation-first transformation initiatives.
• Proven success scaling teams through platform modernization and organizational change.

#LI-Hybrid

Additional Details

The base pay range for this position is expected in the range below:
$240,800 - $321,500

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at View email address on click.appcast.io. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly, please visit our Talent Privacy Notice, Privacy Center and AI Hiring Guideline.