CX Technology Program Manager

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role -

Join our team as CX Technology Associate Program Manager where you'll be at the heart of our organization's operations, orchestrating the rhythm of strategic planning and communication. You're set to be the central node connecting the dots between Product, Customer Experience, and Engineering, ensuring that the flow of information is seamless and that the delivery of our roadmap is on track. In this role, you'll tackle and smooth out any rough patches in our processes, making sure our teams are aligned and our goals are met with precision.

About the Team -

The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else. The Technology Enablement team serves as a strategic Technical partner for the Instacart business to drive customer delight through personalized customer experiences with intentional, high-energy human support.

About the Job

• Facilitate strategic review sessions with senior management to define and develop key initiatives that fuel growth and improve market positioning. Prioritize projects and initiatives that are in tune with the company's strategic objectives. Create and implement frameworks for executing strategy and measuring its efficiency, ensuring alignment across teams.
• Monitor and track the progress of initiatives against the strategic roadmap, coordinating with project managers to ensure key milestones are achieved on time. Identify and address any obstacles impacting roadmap timelines, and keep relevant stakeholders informed with regular updates.
• Serve as a crucial connector between departmental teams, fostering synergy and developing effective communication channels. Align departmental goals with the company's strategic priorities and streamline workflows to boost efficiency. Represent the needs and objectives of departments to others to promote mutual knowledge and collaboration.
• Track the performance of new strategies by assessing key operational metrics. Generate precise reports on operational trends, issues, and performance. Evaluate and optimize resource allocation to ensure efficiency across different departments.
• Ensure all departments receive pertinent information promptly and establish a centralized knowledge hub for stakeholder access. Optimize communication tools to enhance information sharing and facilitate meetings for critical update exchanges. Oversee the documentation of strategic decisions for future reference.

About You

Minimum Qualifications

• 3+ years in strategic planning and execution
• 3+ years with project management
• Market-place operations experience

Preferred Qualifications

• Experience in fast-growth start up environments driving alignment for Customer Support organization
• Product operations experience

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.