Engineering Manager, CX
Team: Engineering & Data
Location: Depop - London
Company Description
Life is about creating. That's why we're home to over 30 million artists, stylists, designers, sneakerheads — and you? We're the community-powered, circular-minded marketplace changing the world of online fashion. Now it's time to get inspired at Depop.
Responsibilities
Job Description
The role
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
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
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
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.
Bonus points (not required)
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.
How we work
MyMode is our new hybrid-working model, designed to empower our employees to choose a working mode that works for them.
MyMode is composed of 3 working modes: Flex, Office Based and Remote.
Flex (Default)
Tell me more +Show me less -Flex is our default working mode, meaning all employees will automatically enrol in this mode and there is no application required to enter this mode. Flex employees will be expected to work from the office at least 4 days per month. Teams will determine whether there are set weekly or monthly in-office days based on their operating rhythms and practices. You will need to work with your manager to determine your in-office schedule for your team.
Office Based
Tell me more +Show me less -This option is for employees who are committing to work from the office for a minimum of 4 days per week. As part of taking on the Office Based working mode you will be able to apply for a permanent desk in the office if you need one, but you won’t need to apply to become an Office Based employee.
Remote
Tell me more +Show me less -Under the Remote working mode you are able to work anywhere within the country you are employed in. This mode requires around 2- 4 days per year in the office, depending on organisational guidance. You will be able to expense travel if you are asked to attend the office, but not for office attendance by your choice.
*Remote working is not applicable for all roles at Depop, please check with our Talent Team.
How We Care
- Your health
- Enhanced Maternity + Paternity Leave, plus adoption leave, IVF leave, shared parental leave + paid emergency parent/carer leave
- Private Healthcare (UK and US) - choice of a healthcare plan that best suits you
- Subsidised counselling through Selfspace
- Employee Assistance Programme (EAP)
- Mental Health First Aiders across the business
- Life Insurance
- Pension
- Your balance
- 25 days annual leave plus bank holidays
- Impact hours to be used for volunteering, demonstrations or internal initiatives
- 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
- All offices are dog-friendly
- Flexible work modes: in Office, Hybrid, Remote
- Your growth
- Individual learning budgets to support conferences, courses, learning subscriptions, and other development opportunities
- Twice-yearly development conversations, alongside an annual performance review to support your growth and progression
- Ongoing upskilling through company-wide training workshops, curated materials, and accessible learning resources
- Employee Resource Groups (ERGs) that create space to connect, share experiences, and build community across the company
Application Process
Our DNA encompasses the central reasons that people are proud to work at Depop and unites us with a shared language and sense of community.
It guides our daily interactions and empowers individuals, teams, departments and our company as a whole to have a greater impact and achieve our mission.
Show up for the community
Tell me more +Show me less -We go above and beyond. When they succeed, we succeed.
We’re changing how millions of people buy, sell and explore their style, so we do everything we can to create a safe space in a community where you can learn, grow and succeed on your own terms.
Have each other's backs
Tell me more +Show me less -We empower each other with kindness and respect our differences.
Everyone at Depop is seen, heard, valued and encouraged. Our genius is born from our diversity of thought, so we celebrate our wins together and hold each other up when things get tough.
Act with purpose
Tell me more +Show me less -We take conscious risks, deliver efficiently and learn from our mistakes.
Our mission is to be the world’s most diverse and progressive home of fashion. We have the conviction to succeed, the patience to learn and the confidence to fail and try again - being open all the way.
Think thrift
Tell me more +Show me less -We’re resourceful, seek out opportunities and we hustle.
We’re powering a future that is more thoughtful, circular and better for people and planet. To do it, we stay curious, savvy, resourceful and empowered to get the job done – effectively and responsibly.
At the heart of our mission...
INCLUSION
We aim 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.
COMMUNITY
We know culture is felt, rather than told. But at Depop, you'll find a place where everyone can bring their own style to everything they do. We keep it circular as we recognise our impact on our community of sellers, our users, on the planet and on the future of fashion.
SUSTAINABILITY
Together, we’re shaping a new circular fashion system. One that’s kinder to people and to the planet. It’s simple. But it’s massive, too. It helps the environment, builds new connections and creates new ways to experience clothing.
At the heart of our mission...
INCLUSION
We aim 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.
COMMUNITY
We know culture is felt, rather than told. But at Depop, you'll find a place where everyone can bring their own style to everything they do. We keep it circular as we recognise our impact on our community of sellers, our users, on the planet and on the future of fashion.
SUSTAINABILITY
Together, we’re shaping a new circular fashion system. One that’s kinder to people and to the planet. It’s simple. But it’s massive, too. It helps the environment, builds new connections and creates new ways to experience clothing.