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Director Engineering Teammate Tools

Company: eBay
Location: Austin
Posted on: March 28, 2020

Job Description:

eBay is a global commerce leader that allows you to shape how the world buys, sells, and gives. Youll be part of a work culture thats been genuinely committed to diversity and inclusion since its founding more than 20 years ago. Here, you can just be yourself, do your best work, and have a meaningful impact on people across the globe. We are looking for people with drive, ideas, and a passion for helping small businesses succeed to help shape the future of eBaydoes this sound like you? If so, wed love to talk to you.

About the team:

At the core of everything we do, we ensure that eBays customers are front-and-center in all our strategic decisions and that we execute our plans with our customers as our most important priority. The team is comprised of Global Customer Service (GCX), and Global Security and Resiliency organizations, and our Workplace Resources (WPR) function responsible for eBays facilities around the world.

We are looking for a seasoned technology leader to join our Customer Service Technology team, who will lead the efforts focused strategic and tactical operations for eBays global customer service technology. The CS Technology team is not your 'traditional' IT team that focuses on simply purchasing off the shelf solutions and stitching them together. We are on a transformation journey to evolve into a true customer focused engineering organization where we put customer experience first, create highly leveraged and loved platforms with an emphasis on operational excellence such as ensuring our platforms and services are scalable, rigorous and reliable. Where we choose to continue with packaged software we will invent our way around their limitations such as poor UI, scale or feature limitations.

We truly believe that great design and efficient processes have the ability to engage and inspire customers and end-users. We strive to rethink and redefine how users interact with our products, tools, and experiences. We value precision coupled with a get things done mindset, and look for demonstrable skills over big egos. If you are obsessed with the customer experience, digging into complex processes, and defining amazing customer-focused solutions, this is the team for you!

As the contact center technology landscape continues to evolve, this position will work to ensure that we continue to stay ahead of the curve in delivering world class experiences for our customers and teammates. This person will be a key leader in driving evaluation, implementation, and success of new technology solutions within CS Technology. This person will work closely with key business partners in understanding current challenges and driving technology solutions to find innovative ways to fulfill business needs. This leader will report directly to Sr Director CS Technology and lead a global team of technology professionals.

We are looking for a forward-thinking leader who can define and refine the operating mechanisms of the team. Never comfortable with the status quo, he/she constantly pushes the boundaries, takes risks, and has the mental agility to help shape the future.

Customer Focused

A key commitment of the CS Technology organization is building a transformational eBay Service experience. This leader will be instrumental in driving customer-centric thinking and best practices into the Strategy, Technology Roadmap, and daily execution of CS Tech driven programs.

Results Driven

The leader will be a passionate advocate for effective and efficient operations and will define innovative solutions that enable CS Tech to deliver a great customer and employee experience. He/she is comfortable working in a fast-paced environment with a bent for getting things done. He/she can think big while maintaining an obsessive attention to detail and intense focus on operations.

Visionary / Innovator

He/she should be a creative, innovative, and curious leader who has a passion for technology, commerce and customer service. We need a strategic thinker who enjoys challenging organizations to fulfill their potential and deliver for customers.

The ideal candidate will have previously led Engineering teams. They will have experience defining solutions that drive innovation, while establishing operational frameworks and processes that will scale. This leader will work closely with domain leads to define CS Tech processes and experiences that will lead the industry.

Equally important is proven general management skills and the ability to establish relationships and influence across the organization at all levels.

This leader will be responsible for successfully designing and managing the delivery of cloud-based solutions and technologies. These technologies includebut are not necessarily limited to Salesforce.com products and APIs, Apex/Visualforce, Lightning, mobile development technologies, and integration/ETL technologies including Mulesoft.

Key Responsibilities:


  • Act as a highly certified and recognized Salesforce expert.
  • Serve as a Trusted Advisor, drive conversations with our customers Enterprise Architects, IT Delivery Leaders, and Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, and Application Governance.
  • Working closely with Delivery Managers, Functional Solution Architects and directly with clients to architect technology solutions to meet client needs.
  • Designing transformational technical solutions and working directly with customers to meet their business requirements in accordance with industry best practices
  • Leading and mentor the development team on the project.
  • Enforcing sound development practices and ensure the quality delivery of enterprise solutions.
  • Provide guidance on application and integration development best practices, Enterprise Architecture standards, functional and technical solution architecture & design, environment management, testing, and Salesforce Platform education.
  • Create application and technical design documents which leverage Salesforce best practices and effectively integrate Salesforce into the customers infrastructure.
  • Troubleshoot key customer implementation issues and demonstrate ability to drive to successful resolution. Lead the evaluation of business and technical requirements from a senior level.
  • Review and correcting project/program direction, approach and key artifacts to keep programs on track and solutions extendable and maintainable going forward.
  • Working collaboratively and having very strong communications skills, especially in guiding complex concepts, and creative, prescriptive thinking
  • Identifying and leading internal strategic initiatives to grow the consulting practice; serving as an active contributor to the overall knowledge base and expertise of the community.

    Preferred Qualifications and Skills

    • BA/BS degree or foreign equivalent
    • 8+ years experience in developing technology solutions.
    • 5+ years experience as a Technical Architect and/or Development Manager in a mid to large organization managing internal IT projects or external client projects in positions of increasing responsibility in the delivery of business consulting and systems development.
    • Specializes in gathering and analyzing information and designing comprehensive solutions that are flexible and adaptable the client's needs.
    • Experience overseeing development and/or project team members.
    • Detail-oriented individual with proven ability to rapidly learn and take advantage of new concepts, business models, and technologies.
    • Ability to work independently and be a self-starter.
    • Cutting edge innovator who continually studies new technologies and functionality, and is involved in projects that push the capabilities of existing technologies.
    • Outstanding communication skills verbal, written & presentation skills including demonstrated experience presenting structured recommendations to senior leaders. Ability to transition seamlessly from complex analyses to simple/precise business implications
    • Highly beneficial to have any Salesforce.com product certifications prior to joining. It is expected that you will gain the following certifications as part of the role requirement and onboarding process in the first 3 months:
    • SFDC Certified Administrator
    • Sales Cloud Consultant
    • Service Cloud Consultant
    • SFDC Certified Advanced Administrator

      Leadership Qualities

      • PASSION: Passionate about Customer Success
      • BEGINNERS MIND: Always learning; approaches each interaction with open mind; great listener and hands-on
      • THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, a great storyteller
      • LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships
      • COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence
      • STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message
      • TEAM PLAYER: Proficient at collaboration and working with members of a team
      • URGENCY: Ability to move fast and drive business value and results
      • OHANA: Embodies Aloha culture; a great teammate that everyone enjoys working with and has a generous heart
      • TRUST: Trusts the companys core values; shows integrity, transparency, and reliability
      • ADAPTABLE: Excels in high levels of uncertainty and change
      • COMMUNITY CHAMPION: Leads internal initiatives; actively contributes to the Communitys knowledge and resource base

        We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isnt 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 our Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.

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        View our privacy policy

        View our accessibility info

        eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.

        For more information see:

        EEO is the Law Poster

        EEO is the Law Poster Supplement

Keywords: eBay, Austin , Director Engineering Teammate Tools, Executive , Austin, Texas

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