Engineering Manager, Customer Experience & Operations

Whatnot•San Francisco, CA

41d•Hybrid

About The Position

Customer Experience & Operations is critical for Whatnot's rapid growth as support volume rose by 6x last year alone. Within CX, Seller-Provided Support (SPS) is the top priority: it builds seller â buyer trust and reduces one of our largest operating expenses - refunds. You will own scaling SPS to all Whatnot sellers, leading a full-stack team at the intersection of high business impact, technical complexity, and excellent product UX. Partnering closely with Product, Design, and platform teams, you'll lead the design of scalable systems integrating with messaging, payments, and logistics, and build the intelligent tooling sellers need to resolve post-purchase issues. This role is end-to-end: you'll own business outcomes, technical strategy, and execution to a cohesive UX experience. Success looks like wide SPS adoption, measurable refund rate reduction, strong CSAT, and a growing team delivering with speed and quality. This role can expand broadly across CX as we build a world-class, intelligent support platform for one of the fastest-growing marketplaces in the US. We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our New York City, San Francisco, Los Angeles or Seattle hub.

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.
Builder mindset: Able to act as the team's technical lead when needed - lead system design, make pragmatic trade-offs, and drive holistic execution.
Team leadership: Track record of growing engineering teams that deliver complex, large-scale products with speed and quality.
Ownership & execution: Owns outcomes end-to-end, thrives in ambiguity, and unblocks the team across business, technical, and operational challenges.

Nice To Haves

Experience with messaging systems, or support platforms; familiarity with Python/Elixir/Postgres.

Benefits

Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
Health Insurance options including Medical, Dental, Vision
Work From Home Support
Home office setup allowance
Monthly allowance for cell phone and internet
Care benefits
Monthly allowance for wellness
Annual allowance towards Childcare
Lifetime benefit for family planning, such as adoption or fertility expenses
Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
Monthly allowance to dogfood the app
All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
Parental Leave
16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements which take precedence.