CX Engineering Manager: Scale Customer Experience

Whatnot; Seattle (WA); On-site; USD 245,000 - 330,000; Full time

Benefits offered by this job

Health Insurance

Work From Home Support

Parental Leave

401k retirement plan

Job summary

Whatnot is seeking an experienced engineering leader to own the Customer Experience Engineering strategy and execution. You will guide SPS, CX Inbox, buyer and seller native flows, and LLM-based chat, ensuring cohesive and scalable experiences across partners and operations.

Lead a team of 8–12 engineers, shape architecture, and partner with product, design, and operations to deliver high-impact CX improvements.

Qualifications

• 8+ years of experience in product or platform engineering.
• 5+ years managing engineering teams.
• Track record of building high-impact, end-to-end customer experiences at scale.
• Strong product judgment and architecture decision capabilities.

Responsibilities

• Set the technical vision and multi-year roadmap for CX Engineering.
• Lead the 8–12 engineers across multiple workstreams and hire/coach leaders.
• Own the strategy and outcomes for the CX portfolio (SPS, CX Inbox, buyer/seller flows, LLM chat).
• Establish auditable, scalable CX foundations and integrations with Zendesk and other systems.

Skills

Engineering leadership

CX & UX systems

LLM in CX

Cross-functional collaboration

Tools

Python

Elixir

Postgres

APIs

Job description

Whatnot is seeking an experienced engineering leader to own the Customer Experience Engineering strategy and execution. You will guide SPS, CX Inbox, buyer and seller native flows, and LLM-based chat, ensuring cohesive and scalable experiences across partners and operations.

Lead a team of 8–12 engineers, shape architecture, and partner with product, design, and operations to deliver high-impact CX improvements.