Order same-day delivery or pickup from more than 300 retailers and grocers. Download the Instacart app or start shopping online now with Instacart to get groceries, alcohol, home essentials, and more delivered to you in as fast as 1 hour or select curbside... Backed by General Catalyst, Khosla and Kleiner Perkins.
About the role
We are seeking a Program Manager to orchestrate how Instacart responds to its most critical escalations, including executive-raised issues and issues from our most strategic retail partners. When something is urgent, ambiguous, and spans multiple teams, you bring clarity, drive resolution, and make sure it doesn’t happen again. This role reports to the Senior Manager of Customer Experience. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- [5+] years of program or escalation management experience, preferably in customer experience, contact center, or partner operations
- Proven ability to run cross-functional programs with named owners, published service-level agreements, and measurable outcomes, without direct authority in fast-moving, high-pressure situations
- Hands-on analytical skills, including strong SQL and experience with visualization tools (e.g., Looker, Mode, Tableau, or similar) to find patterns and prioritize
- Understanding of contact center metrics (e.g., Consumer Sentiment, first contact resolution, average handle time, Internal Quality Score) and the operational levers that move them
- Ability to identify the root causes behind changes in key metrics and recommend a mitigation strategy
- Track record of building reporting that an executive audience actually uses to make decisions
More about this role
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.
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.
We are seeking a Program Manager to orchestrate how Instacart responds to its most critical escalations, including executive-raised issues and...
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