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
As a CX Program Manager, you will work on projects that shape the future of Instacart’s Customer Experience organization. Your outstanding organizational and communication skills will bring leaders and cross functional teams together to scope and deliver the technology, strategies, and processes that will allow our organization to provide the best possible experience to our customers, shoppers, and retailers.
About the Team
The Instacart Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business.
PICO encompasses knowledge management (process and content), project management, and continuous improvement analytics. Each subteam has a unique and critical role to play in supporting our end users and specialists - and cross-functional collaboration to leverage our combined abilities is critical to our success.
The Project Management team scopes, plans, and executes the highest profile, highest complexity projects for our organization, serving as thought partners to leadership and a bridge with cross functional partners such as Product and Engineering. The team is known for exceptional organizational and communication skills, ensuring project success in a fast-paced environment.
About the Job
In this role, you will be responsible for managing medium-size projects within a team or pillar. Your scope will include requirements gathering, scoping, documentation, change management, execution and closure.
- You will contribute to workstreams on larger projects in partnership with Senior Project Managers and Directors.
- You will support department-wide communication needs by organizing clear, engaging decks and written updates that inform stakeholders about our metrics, project updates, and successes.
- You will contribute to the development of our PMO framework by creating and optimizing project management tools, resources, and best practices.
- You will coordinate resource requests across teams and excel at the art of influencing others to contribute proactively to the success of your projects.
About You
Minimum Qualifications
- A Bachelor’s degree or equivalent work experience
- 4+ years of operational and project management experience, including comprehensive experience collaborating across business units
- Track record of success navigating complex matrix organizations
- A solid level of business acumen and ability to creatively solve operational problems
- Confidence in navigating complex organizations and influencing stakeholders across business units
- The ability to balance business needs, a sense of urgency, and shipping high quality and pragmatic solutions
- Clear communication skills and executive presence
Preferred Qualifications
- Strong analytical skills (SQL preferred)
- Agile / scrum certification
#LI-REMOTE
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.
CA, NY, CT, NJ
$142,000—$158,000 USD
WA
$137,000—$152,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$131,000—$145,000 USD
All other states
$118,000—$131,000 USD
Top Skills
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