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Engineering Manager, Community Support Engineering (Routing and Data Services)

China · Job Posted April 11, 2026
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Job Description

Lead the China Routing and Data Service team within Community Support Engineering (CSE). The team builds routing systems to efficiently connect guest and host requests to the best agent and provides CS data services that power AI-driven solutions.

Job Responsibility

  • Ramp up on the team’s technology, product, and business goals, including hands-on work to develop a deep technical understanding
  • Lead, mentor, and grow a high-performing engineering team in a fast-paced environment
  • Foster a team culture that emphasizes product thinking, technical depth, and customer-centric problem solving
  • Drive and partner closely with teams across CSE to understand business cases and deliver intuitive, scalable routing and data solutions
  • Set clear priorities and strategic direction in collaboration with cross functional partners
  • Improve team processes to strengthen collaboration and ways of working, execution efficiency, and delivery quality
  • Lead complex, cross-functional projects that align with business goals and deliver measurable impact
  • Collaborate with other senior leaders and peers to define and drive long-term technical strategy and architecture that enables the company’s future vision
  • Collaborate with and influence cross-functional partners to design and deliver high-quality products
  • Lead team technical initiatives, and work cross-functionally to identify opportunities for business impact, refine, and prioritize requirements for engineering systems
  • Lead conversations that align technical efforts with business outcomes and product priorities
  • Nurture a culture of technical quality and engineering excellence from design, through code review, to production
  • Enable and empower ICs to grow their impact beyond individual contributions, creating opportunities for them to lead technical initiatives that span across platforms and organizations
  • Retain, grow and hire a team of high-performing engineers
  • Build a strong and diverse team capable of turning ambitious product visions into a polished reality

Requirements

  • 9+ years of relevant software development industry experience in a fast paced tech environment
  • Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience
  • Excellent communication and collaboration skills
  • Proven experience working with many engineering teams and cross functional partners
  • Strong expertise in building large-scale backend systems and experience in user facing features
  • Strong product and design instinct, previous proven experience building delightfully designed experiences
  • Flexible in leadership style, can adapt to a variety of ways of working depending on the situation
  • Experience leading and shipping large initiatives with high business impact
  • Creating a strong culture of operational excellence with focus on raising the bar for quality, reliability and availability
  • Good judgment in making tradeoffs to balance short-term business needs with long-term technical quality
  • Strong communication skill and ability to influence decisions from a wide variety of stakeholders
  • Experience fostering an inclusive and engaging team environment
  • Able to identify, retain, grow and acquire critical talent
  • Strong commitment to fostering diversity, equity, and inclusion within teams
  • Fluency in communication in English and Mandarin
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