Job Description
We’re looking for a UK‑based Engineering Manager to lead our Community Experience (CX) squad, a cross‑functional team focused on improving customer support tooling and in‑app help experiences. This work helps Depop users get the support they need more easily and enables our support teams to operate effectively at scale.
This role is well suited to an Engineering Manager with a few years of experience who is excited to strengthen their people leadership and execution skills in a supportive, high‑performing environment. You will work in close partnership with a Product Manager and a Staff Engineer (who provides technical leadership but does not have direct reports). You’ll manage all engineers in the squad and be accountable for the team’s delivery, health, and effectiveness.
What you’ll work on
* In‑app help and support entry points across key user journeys
* Workflows and tooling that support our customer experience operations
* Integrations with third‑party support platforms and automation tools
* Measurement, reliability, and feedback loops that improve support outcomes over time
What you’ll do
Delivery & execution
* Be accountable for day‑to‑day delivery within the squad, ensuring work is well‑scoped, sequenced, and delivered with a strong quality bar.
* Partner with Product and Engineering leadership to plan and execute against an agreed roadmap; surface risks, dependencies, and trade‑offs early.
* Drive a delivery cadence that balances impact, speed, and long‑term maintainability.
People leadership
* Line manage a cross‑functional team of iOS and backend engineers (typically 3‑7 engineers), creating an environment where people can do their best work.
* Run effective 1:1s and support engineers’ growth through coaching, feedback, and clear expectations.
* Support performance conversations with guidance from your Senior Leadership and People partners.
Cross‑functional collaboration
* Partner closely with a Product Manager, Product Designer, and Staff Engineer to align on priorities, shape plans, and deliver outcomes.
* Collaborate with Customer Experience/Operations stakeholders to ensure what we build works in practice and improves real user and agent experiences and delivery business value.
* Communicate progress, risks, and outcomes clearly to stakeholders and leadership.
Team culture & ways of working
* Foster an inclusive, respectful team culture that supports learning, continuous improvement, and sustainable pace.
* Help the team improve how it plans, ships, measures impact, and iterates.
What we’re looking for
* Have experience as an Engineering Manager, or are in your first few years of people management (including transitioning from a senior individual contributor role).
* Care deeply about delivery and team effectiveness, and enjoy helping teams ship high‑quality work driving business impact consistently.
* Have a solid engineering background and are comfortable engaging in technical discussions to support planning, prioritisation, and execution.
* Are confident building strong relationships across Product, Design, and operational stakeholders, and can navigate differing perspectives to keep work moving.
* Lead with empathy and clarity‑providing feedback, coaching, and support while maintaining a high bar for performance and impact.
* Align with Depop’s values: showing up for the community, having each other’s backs, acting with purpose, and thinking sustainably.
Bonus points (not required)
* Customer support tooling or operational platforms (e.g., integrations with tools like Zendesk, Intercom, or similar), and an interest in improving agent and customer workflows.
* Mobile and backend systems, or leading teams working across multiple parts of a product stack.
* Experimentation and impact validation (e.g., A/B testing or other approaches to measuring product outcomes).
* Observability and data‑informed decision making (e.g., metrics, logging, monitoring, dashboards, or event tracking).
* An interest in emerging technologies, including AI‑powered tooling, and how they could improve customer and agent experiences.
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