Engineering Manager, Customer Experience & Operations

Customer Experience & Operations is critical for Whatnot’s rapid growth as support volume rose by 6x last year alone. Within CX, Seller-Provided Support (SPS) is the top priority: it builds seller ⇄ buyer trust and reduces one of our largest operating expenses — refunds. You will own scaling SPS to all Whatnot sellers, leading a full-stack team at the intersection of high business impact, technical complexity, and excellent product UX. Partnering closely with Product, Design, and platform teams, you’ll lead the design of scalable systems integrating with messaging, payments, and logistics, and build the intelligent tooling sellers need to resolve post-purchase issues. This role is end-to-end: you’ll own business outcomes, technical strategy, and execution to a cohesive UX experience. Success looks like wide SPS adoption, measurable refund rate reduction, strong CSAT, and a growing team delivering with speed and quality. This role can expand broadly across CX as we build a world-class, intelligent support platform for one of the fastest-growing marketplaces in the US.