Director Customer Experience Engineering

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.

About the team and the role:

We are engaged in a Customer Experience Transformation, a multi-year effort to fundamentally rethink how buyers and sellers interact across our platform. This transformation prioritizes delivering smooth, personalized, and reliable end-to-end experiences supported by modern architecture, data-informed insights, and AI-enabled features.

This role is part of the Global Platforms team in Customer Service Technology. The group builds foundational systems, services, and smart capabilities that support customer interactions at scale across eBay. The team plays a significant role in unifying fragmented experiences and ensuring consistent, high-quality engagement across all customer touchpoints.

We are looking for a Director Customer Experience Engineering to guide this transformation in close collaboration with product, development, and business leadership. Reporting to senior engineering leadership and partnering with Director-level product and customer experience leaders, you will define and complete the technology strategy that builds a unified, scalable, and customer-centered ecosystem to support journeys.

What you will accomplish:

Customer Experience Vision and Strategy:

* Define and drive the technical vision and roadmap for customer experience transformation across the platform.

* Lead the evolution toward agentic customer experiences where intelligent systems identify issues, recommend actions, and resolve customer needs end to end.

* Translate business and customer experience strategy into scalable engineering solutions that improve end-to-end customer journeys, especially during moments of friction or support need.

* Partner closely with Product, Design, and customer experience leadership, to align on north star metrics such as NPS, resolution time, containment, conversion, and trust.

* Champion a customer-first and AI-first engineering approach, ensuring all systems are grounded in user impact and measurable outcomes.

Agentic Platform and Architecture Leadership:

* Build and scale platforms that enable intelligent, context-aware assistance, including:

* Conversational interfaces and orchestration layers

* Decisioning systems for next-best action and automated resolution

* Knowledge systems that power dynamic, real-time responses

* Drive the development of autonomous workflows that resolve common and complex customer issues without manual intervention.

* Enable human-in-the-loop systems that augment support agents with real-time insights, recommendations, and automation.

* Partner with Data Science and AI teams to product ionize machine learning and large language model capabilities in a safe, scalable, and reliable manner.

* Ensure strong governance around trust, safety, privacy, and explainability in all intelligent systems.

Team Leadership and Organizational Growth:

* Lead, mentor, and scale a high-performing organization of Engineering Managers and senior engineers.

* Build capabilities in AI and machine learning engineering, distributed systems, and platform development within the team.

* Foster a culture of innovation, experimentation, and responsible AI development.

* Attract and retain top talent aligned with the transformation vision.

Delivery and Execution Excellence:

* Oversee execution of complex, multi-functional initiatives spanning customer experience and intelligent support systems.

* Deliver scalable platforms that support high-volume, real-time customer interactions.

* Ensure…