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 Role
eBay's Customer Support Technology (CS Tech) Digital Experience team is looking for a Senior Engineering Manager. This role will lead all aspects of developing customer-facing support experiences across web and mobile platforms.
The team owns eBay's Help Hub, Seller Help, Conversational Help, and emerging AI-powered support experiences. Our mission is to reduce customer effort and assisted contacts by delivering personalized, intelligent, and seamless support journeys at scale.
This role combines technical leadership, organizational leadership, and product partnership to drive modern digital experiences powered by web, mobile, cloud, and AI technologies. You will lead engineering teams in India while partnering closely with Product, UX, AI/ML, and global engineering teams to shape the future of customer support at eBay.
What You Will Do
Lead Engineering Teams
- Build, lead, and mentor high-performing engineering teams.
- Foster a culture of innovation, accountability, inclusion, and continuous learning.
- Develop engineering talent and grow future technical and people leaders.
- Drive strong execution, ownership, and engineering excellence across the organization.
Deliver Customer-Centric Digital Experiences
- Lead the development of customer support experiences across web and mobile platforms.
- Partner with Product and UX teams to create intuitive, personalized, and streamlined customer journeys.
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- Drive improvements that reduce customer effort and increase self-service success.
Drive AI-Powered Innovation
- Lead the adoption of AI-powered customer experiences, including conversational help, intelligent recommendations, agentic workflows, and automated support solutions.
- Partner with AI/ML teams to deliver scalable and trustworthy AI experiences.
- Champion AI-enabled development practices and engineering productivity improvements.
Provide Technical Leadership
- Drive architecture, design, and modernization of customer-facing applications and services.
- Lead the adoption of cloud-native, API-first, and event-driven architectures.
- Ensure solutions meet high standards for scalability, reliability, security, accessibility, and performance.
Champion Operational Excellence
- Drive standard processes across software development, CI/CD, observability, reliability, and service ownership.
- Improve engineering velocity, platform stability, and customer experience through automation and continuous improvement.
- Partner effectively with global stakeholders to deliver strategic outcomes.
Required Qualifications
- 10+ years of software engineering experience, including experience leading engineering teams and delivering large-scale customer-facing applications.
- Proven experience building modern web and mobile experiences.
- Strong hands-on expertise in Java and modern frontend technologies such as React.
- Experience designing scalable APIs, microservices, and distributed systems.
- Strong understanding of software architecture, reliability, observability, security, and operational excellence.
- Experience partnering with Product, UX, and cross-functional stakeholders to deliver customer-focused solutions.
- Excellent leadership, communication, and stakeholder management skills.
- Proven track record of building and developing high-performing teams.
Preferred Qualifications
- Experience building customer support, self-service, or digital experience platforms.
- Experience with AI-powered applications, conversational AI, GenAI, or agentic workflows.
- Experience with technologies such as Java, Spring Boot, React, Node.JS, Kafka, Kubernetes, Docker, GraphQL, and cloud platforms.
- Experience with personalization, experimentation, analytics, and customer journey optimization.
- Experience leading modernization and digital transformation initiatives.
We are seeking a leader who:
- Is passionate about building exceptional customer experiences.
- Combines strong people leadership with technical credibility.
- Can influence across Product, UX, AI, and Engineering teams.
- Balances innovation with execution excellence.
- Champions modern engineering practices and innovation powered by advanced technology.
- Builds inclusive, high-performing teams focused on delivering customer impact.
Why Join Us
Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.
Additional Details
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.
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