United States onlyWe'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 -We’re looking for a driven and strategic Senior Manager of Learning and Development to lead our Customer Experience (CX) Learning & Development (L&D) team. In this global role, you’ll oversee the learning strategy and execution for both outsourced and in-house call centers across the USA, APAC, EMEA, and LATAM. As the Head of L&D, you’ll manage a talented team—including Training Managers, an Instructional Design Lead, an L&D Program Manager, and L&D Associates—focused on designing and delivering impactful, engaging learning experiences that empower our call center agents and leaders to thrive.
About the Team - You'll be joining the L&D team within the Customer Experience (CX) organization which provides leadership, customer service, and tools training that directly impacts our agents, customers, and the business.
About the Job
- Lead, coach, and develop a high-performing L&D team, fostering a culture of collaboration, continuous growth, innovation, and excellence.
- Design and implement a learning strategy aligned with the evolving needs of the Customer Experience (CX) organization.
- Build and scale a robust learning infrastructure that supports business growth and operational effectiveness.
- Define, monitor, and continuously improve key learning metrics and KPIs to ensure measurable impact.
- Drive the creation of learning solutions that directly enhance CX team performance and elevate the overall customer experience.
- Champion a culture centered on elevating the Instacart experience for customers, employees, and partners.
- Cultivate and maintain a high-engagement, high-performance environment where teams feel empowered and motivated to excel.
- Forge strong cross-functional partnerships to align learning initiatives with broader organizational goals.
About You
Minimum Qualifications
- Proven success leading matrixed teams while supporting both global and regional priorities.
- Exceptional influencing and stakeholder engagement skills, with strong presentation and communication abilities.
- Collaborative and culturally aware team player, skilled at building relationships across diverse geographies and backgrounds.
- Adaptable and proactive problem solver who thrives in fast-paced, ambiguous environments.
- Resourceful and solutions-oriented, leveraging creativity and emerging tools like AI to drive process improvement and innovation.
- Strong prioritization and time management skills; able to balance multiple initiatives while aligning team focus with high-impact objectives.
- Experienced navigating ambiguity and change, with a deep understanding of both local nuances and cross-functional dynamics.
Preferred Qualifications
- 10+ years of experience leading global and regional Learning and Development leaders and teams.
- Knowledge and proficiency in digital learning tooling and technologies, LMS platforms, Contact Center Tools such as Salesforce and Genesys.
- Experience with using data to assess training needs and report on training initiatives.
- Highly experienced in designing and implementing complex global strategies.
- Familiarity with the nuances of various regions, including main players in the learning fields.
- Excellent influencing, presentation, and communication skills.
- Experience collaborating with stakeholder teams, business leaders, and subject matter experts to design innovative learning solutions.
- Experienced working within an agile and design thinking model.
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.
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 US based candidates, the base pay ranges for a successful candidate are listed below.
Canada
