Senior Director, CX Engineering

eBay•Austin, TX

52d

About The Position

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. The Mission You will be the architect and driver of eBay's next-generation Customer Experience (CX) platform, leading a global engineering organization of hundreds of people. Your directive is clear: leverage AI to redefine our customer journey, simultaneously achieving a new global standard for hyper-personalized and proactive customer interactions. This is a strategic CX Transformation role, not simply a maintenance role. What You Will Own As the executive leader for CX Technology and a critical partner to business executives, you will be responsible for the end-to-end engineering execution for how millions of buyers and sellers experience customer service at eBay.

Requirements

15+ years of progressive experience in software engineering and technology, with at least 8+ years in Executive Leadership / Senior Director roles managing large, global teams.
Deep foundational expertise in Java/J2EE development, object-oriented design, data structures, and algorithms, demonstrated through leadership over complex, high-transaction, multi-tier software applications.
Demonstrated experience integrating Generative AI, Machine Learning, or complex NLU/NLP solutions into production, driving measurable business results.
Demonstrated expertise in coordinating the development of large-scale distributed systems or applications for data processing. Knowledge of technologies like Hadoop, HBase, Spark, Docker, and Kubernetes is a significant advantage.
Deep domain expertise in Customer Experience (CX) Technology, Contact Center solutions at massive scale (e.g., $50B+ annual GMV organization).
Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field with equivalent experience.
Outstanding ability to communicate, present, and negotiate highly technical strategy to non-technical executives and C-suite audiences.
Business Insight: You don't just write code; you write business strategy. You can quantify engineering success in terms of P&L impact, customer lifetime value (CLV), and operational efficiency.
Demonstrate Influence: Proven success in persuading VPs and leaders to drive strategic changes using data and compelling reasons.
Crisis & Conflict Navigator: You excel at navigating challenging discussions with collaborators, team members, and partners without intensifying tension, transforming conflicting scenarios into constructive agreements.
Customer-Centric Engineer: You have a missionary zeal for customer-centricity and a demonstrated ability to train and motivate engineering teams to deeply understand the user journey and build empathy into their products.
Transformation Agent: You have successfully led a technology organization through a complete modernization cycle, migrating from legacy systems to a modern, cloud-native, and AI-driven architecture.

Responsibilities

Develop multi-year strategy to shift service support from reactive to proactive automation, saving $X0M annually.
Global Leadership & Scale: 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.
Business Partnership: Serve as the technology voice at the executive table, partnering with CX Operations, Product, and Marketing VPs to ensure a cohesive, unified customer experience that directly impacts Gross Merchandise Volume (GMV) and seller retention.
Off-Track Project Recovery: Assume direct responsibility for critical off-track projects, offering strong technical mentorship and transparent communication to executive collaborators to regain delivery trust and business impact.
Take charge of crafting high-level cases to illustrate the business impact of technical investments.
Generative AI (GenAI) First: Drive the adoption, development, and responsible deployment of Generative AI and Large Language Models (LLMs) to automate agent workflows, power intelligent virtual assistants, and enable self-service at unprecedented scale and complexity.
Platform & Data: Own the majority of the unified CX platform, encompassing all digital contact channels (web, app, social), CRM integrations, and the foundational Big Data infrastructure necessary for real-time personalization and predictive service.
MLOPs & Data Science: Establish a world-class MLOPs practice for the rapid iteration, deployment, and monitoring of Machine Learning models that predict customer needs and automate resolution.
Modern Cloud Architecture: Ensure the entire stack operates on a scalable, resilient Cloud Infrastructure, adhering to industry-leading standards for security, uptime, observability, and efficiency.