Senior Director, CX Engineering at eBay

Austin, Texas, United States

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Ecommerce, TechnologyIndustries

Requirements

Decisive, inspiring, and business-focused Engineering Executive Leader who understands technology as the engine of competitive advantage
Business Insight: Ability to quantify engineering success in terms of P&L impact, customer lifetime value (CLV), and operational efficiency (beyond just writing code)
Demonstrate Influence: Proven success in persuading VPs and leaders to drive strategic changes using data and compelling reasons
Crisis & Conflict Navigator: Excel at navigating challenging discussions with collaborators, team members, and partners

Responsibilities

Architect and drive eBay's next-generation Customer Experience (CX) platform, leading a global engineering organization of hundreds of people
Leverage AI to redefine the customer journey, achieving a new global standard for hyper-personalized and proactive customer interactions
Develop multi-year strategy to shift service support from reactive to proactive automation, saving $X0M annually
Lead, mentor, and scale a global organization of hundreds of engineers, product managers, and data scientists, fostering a culture of urgency, innovation, and customer-centricity
Serve as the technology voice at the executive table, partnering with CX Operations, Product, and Marketing VPs to ensure a cohesive, unified customer experience impacting GMV and seller retention
Assume direct responsibility for critical off-track projects, providing strong technical mentorship and transparent communication to regain delivery trust and business impact
Craft high-level cases to illustrate the business impact of technical investments
Drive adoption, development, and responsible deployment of Generative AI (GenAI) and Large Language Models (LLMs) to automate agent workflows, power intelligent virtual assistants, and enable self-service at scale
Own the unified CX platform, including all digital contact channels (web, app, social), CRM integrations, and foundational Big Data infrastructure for real-time personalization and predictive service
Establish a world-class MLOPs practice for rapid iteration, deployment, and monitoring of Machine Learning models that predict customer needs and automate resolution
Ensure the entire stack operates on scalable, resilient Cloud Infrastructure, adhering to standards for security, uptime, observability, and efficiency

Skills

Customer Experience

Platform Architecture

Engineering Leadership

Proactive Automation

Global Leadership

Strategy Development

Mentoring

Data Science

Product Management

eBay

Global online marketplace for buying and selling

About eBay

eBay is an online marketplace where individuals and businesses can buy and sell a wide range of products, including electronics, fashion, and collectibles. Users can list items for auction or use the 'Buy It Now' option for immediate purchases. eBay stands out from competitors with its vast selection, user-friendly interface, and strong buyer and seller protections, including free shipping on many items. The company's goal is to facilitate seamless transactions while generating revenue through transaction fees, advertising, and subscription services.

San Jose, CaliforniaHeadquarters

1995Year Founded

$6.5MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Company Match

Paid Vacation

Parental Leave

Risks

Niche e-commerce platforms like StockX and Poshmark may draw away eBay's customers.

Social media platforms with shopping features could divert traffic from eBay.

Direct-to-consumer brands bypassing marketplaces may reduce eBay's seller base.

Differentiation

eBay offers a unique auction-style listing alongside 'Buy It Now' options.

The platform provides robust buyer and seller protections, enhancing trust in transactions.

eBay's vast product selection includes new, refurbished, and second-hand items.

Upsides

eBay's acquisition of GSI Commerce strengthens its position as a global commerce partner.

The rise of social commerce offers eBay opportunities to integrate social shopping features.

Increased focus on sustainability aligns with eBay's refurbished and second-hand product categories.

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