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. eBay's Customer Support Technology (CS Tech) Digital Experience team is looking for a Senior Engineering Manager. This role will lead all aspects of developing customer-facing support experiences across web and mobile platforms. The team owns eBay's Help Hub, Seller Help, Conversational Help, and emerging AI-powered support experiences. Our mission is to reduce customer effort and assisted contacts by delivering personalized, intelligent, and seamless support journeys at scale.
Responsibilities
- Build, lead, and mentor high-performing engineering teams.
- Foster a culture of innovation, accountability, inclusion, and continuous learning.
- Develop engineering talent and grow future technical and people leaders.
- Drive strong execution, ownership, and engineering excellence across the organization.
- Lead the development of customer support experiences across web and mobile platforms.
- Partner with Product and UX teams to create intuitive, personalized, and streamlined customer journeys.
- Drive improvements that reduce customer effort and increase self-service success.
- Lead the adoption of AI-powered customer experiences, including conversational help, intelligent recommendations, agentic workflows, and automated support solutions.
- Partner with AI/ML teams to deliver scalable and trustworthy AI experiences.
- Champion AI-enabled development practices and engineering productivity improvements.
- Drive architecture, design, and modernization of customer-facing applications and services.
- Lead the adoption of cloud-native, API-first, and event-driven architectures.
- Ensure solutions meet high standards for scalability, reliability, security, accessibility, and performance.
- Drive standard processes across software development, CI/CD, observability, reliability, and service ownership.
- Improve engineering velocity, platform stability, and customer experience through automation and continuous improvement.
- Partner effectively with global stakeholders to deliver strategic outcomes.
Requirements
- 10+ years of software engineering experience, including experience leading engineering teams and delivering large-scale customer-facing applications.
- Proven experience building modern web and mobile experiences.
- Strong hands-on expertise in Java and modern frontend technologies such as React.
- Experience designing scalable APIs, microservices, and distributed systems.
- Strong understanding of software architecture, reliability, observability, security, and operational excellence.
- Experience partnering with Product, UX, and cross-functional stakeholders to deliver customer-focused solutions.
- Excellent leadership, communication, and stakeholder management skills.
- Proven track record of building and developing high-performing teams.
Nice to have
- Experience building customer support, self-service, or digital experience platforms.
- Experience with AI-powered applications, conversational AI, GenAI, or agentic workflows.
- Experience with technologies such as Java, Spring Boot, React, Node.JS, Kafka, Kubernetes, Docker, GraphQL, and cloud platforms.
- Experience with personalization, experimentation, analytics, and customer journey optimization.
- Experience leading modernization and digital transformation initiatives.
Benefits
- Diverse and inclusive work environment where you feel safe, included, and can bring your unique self to work.
Additional details
- 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 talent@ebay.com. 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.
- 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 Guidelines.
Zobhira
