Senior Director, CX Engineering

The Mission

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You will be the architect and driver of the 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

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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.

• 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.

The Technology Stack & Focus

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You will be leading the charge on a cutting-edge technical portfolio that defines the future of e-commerce service.

• 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.

Who You Are

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You are a decisive, inspiring, and business-focused Engineering Executive Leader who understands that technology is the engine of competitive advantage.

• 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.

Minimum Qualification

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• 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.

The base pay range for this position is expected in the range below:

$202,800 - $305,400

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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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. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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