Engineering Manager - CS Tech
Core
Lead a cross-functional engineering team to improve customer support experiences and reduce handling costs using AI, while shaping technical foundations for the post-order journey and shipping experience.
Role type
Senior Engineering Manager (Customer Support Tech)
Builds
Customer support systems, post-order journey, and shipping experience
Domain
E-commerce marketplace, Customer Service Technology
Deliverable
product features
Required skills
Software engineering leadership, People management and coaching, Cross-functional collaboration, Architectural decision-making, End-to-end ownership, Strategic roadmap planning
Preferred skills
Marketplace or e-commerce domain experience, Scale-up environment experience
Technologies
AI, Customer Support Platforms
Responsibilities
Build and grow an empowered engineering team, Set technical direction for the Fulfilment domain, Improve the CS experience by reducing post-order friction, Partner with Product and UX to translate business priorities, Establish engineering standards and delivery processes, Balance immediate delivery needs with strategic platform improvements
