Engineering Manager, CX

Company Description

Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at www.depop.com 

Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.

If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to [email protected]. For any other non-disability related questions, please reach out to our Talent Partners.

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.

The CX squad builds and improves the systems and experiences that power customer support, including:

• 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
   

• 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.
   

• 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.
   

• 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.
   

• 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.
   

You’ll be a strong fit if you:

• 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.
   

Experience or curiosity in one or more of the following areas:

• 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.
   

Additional Information

Health + Mental Wellbeing

• PMI and cash plan healthcare access with Bupa

• Subsidised counselling and coaching with Self Space

• Cycle to Work scheme with options from Evans or the Green Commute Initiative

• Employee Assistance Programme (EAP) for 24/7 confidential support

• Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

• 25 days annual leave with option to carry over up to 5 days

• 1 company-wide day off per quarter

• Impact hours: Up to 2 days additional paid leave per year for volunteering

• Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.

• Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant

• All offices are dog-friendly

• Ability to work abroad for 4 weeks per year in UK tax treaty countries

Family Life:

• 18 weeks of paid parental leave for full-time regular employees

• IVF leave, shared parental leave, and paid emergency parent/carer leave

Learn + Grow:

• Budgets for conferences, learning subscriptions, and more

• Mentorship and programmes to upskill employees

Your Future:

• Life Insurance (financial compensation of 3x your salary)

• Pension matching up to 6% of qualifying earnings

Depop Extras:

• Employees enjoy free shipping on their Depop sales within the UK.

• Special milestones are celebrated with gifts and rewards!