Engineering Manager, Customer Experience & Operations at WhatNot

San Francisco, California, United States

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$230,000 – $260,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Live Shopping, MarketplaceIndustries

Requirements

8+ years in product or platform engineering, with 3+ years managing teams (6–12 engineers)
Product development leadership: Proven track record of building high-impact, end-to-end product experiences and scaling backend systems
Product instinct: Ability to translate strategic user and business problems into robust technical systems and delightful product experiences
Embody low ego, growth mindset, leaning into action, details, and impact
Live within commuting distance of New York City, San Francisco, Los Angeles, or Seattle hub

Responsibilities

Own scaling Seller-Provided Support (SPS) to all Whatnot sellers
Lead a full-stack team at the intersection of high business impact, technical complexity, and excellent product UX
Partner closely with Product, Design, and platform teams
Lead the design of scalable systems integrating with messaging, payments, and logistics
Build intelligent tooling sellers need to resolve post-purchase issues
Own business outcomes, technical strategy, and execution to a cohesive UX experience
Achieve wide SPS adoption, measurable refund rate reduction, strong CSAT, and a growing team delivering with speed and quality
Expand role broadly across Customer Experience (CX) as needed

Skills

Engineering Management

Customer Experience

Operations

Team Leadership

E-commerce

Live Streaming

Scalability

Problem Solving

WhatNot

Online marketplace for authentic collectibles

About WhatNot

Whatnot.com operates as an online marketplace dedicated to collectibles, particularly focusing on items like Funkos and FiGPiNs. The platform ensures that every collectible listed is 100% authentic through a rigorous verification process that includes hand authentication, providing trust and security for both buyers and sellers. It caters to collectors and enthusiasts who seek a reliable space to buy and sell rare and exclusive items from popular franchises such as Marvel Comics and Star Wars. Whatnot.com distinguishes itself from competitors by charging low fees on sales and offering seller protection, which guarantees prompt and secure payments. The company's goal is to create a trusted environment for the growing community of collectible enthusiasts, facilitating safe and easy transactions for unique items.

Marina del Rey, CaliforniaHeadquarters

2019Year Founded

$728.7MTotal Funding

SERIES_ECompany Stage

Consumer Software, Consumer GoodsIndustries

501-1,000Employees

Benefits

Competitive base salary and stock options

Unlimited Vacation Policy and No Meeting Holidays

Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability

Work From Home Support

Up to $500 monthly to spend within Whatnot App

Care benefits

Risks

Increased competition from TikTok Shop may impact Whatnot's market share.

The collectibles market's volatility could affect Whatnot's sales and inventory.

Expansion into new categories may dilute Whatnot's specialized brand identity.

Differentiation

Whatnot offers a unique marketplace for 100% authenticated collectible items.

The platform integrates live shopping with entertainment, enhancing user engagement.

Whatnot's partnerships with major franchises like Marvel boost its market appeal.

Upsides

Whatnot's $265M funding round supports expansion and new product categories.

The platform's collaboration with PSA enhances trust through integrated authentication services.

Rising interest in live shopping among younger demographics drives Whatnot's growth.

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