eBay · 12 hours ago
Senior Director, CX Engineering
Austin, TX
Full-time
Onsite
Director/Executive
$203K/yr - $305K/yr
15+ years expeBay is a global ecommerce leader committed to redefining the shopping experience. The Senior Director of CX Engineering will architect and drive the next-generation Customer Experience platform, leading a global engineering organization to leverage AI for hyper-personalized customer interactions.
AuctionsE-CommerceInternetMarketplaceRetail
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
Qualification
Required
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
Benefits
Target bonus
Restricted stock units
Full range of medical, financial, and/or other benefits
401(k) eligibility
Various paid time off benefits, such as PTO and parental leave
Company
eBay
eBay is a global online marketplace enabling users to buy, sell, and auction new or used items across various categories.
10001+ employees
H1B Sponsorship
eBay has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (572)
2024 (883)
2023 (779)
2022 (682)
2021 (748)
2020 (766)
Funding
Current Stage
Public CompanyTotal Funding
$1.16BKey Investors
Benchmark
2022-11-07Post Ipo Debt· $1.15B
1998-09-24IPO
1998-01-01Series Unknown
Leadership Team
Jamie Iannone
CEO
Alex Kazim
VP, GM eBay Services
Recent News
2026-01-09
Digital Commerce 360
2026-01-07
Company data provided by crunchbase