Instacart
grocery
CustomerExperienceOperationsManager(PillarLead)
“Customer Experience Operations Manager (Pillar Lead) at Instacart. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics. Own end-to-end operations for designated CX pillar(s). set strategy and quarterly plans”
What You'll Achieve.
drive measurable improvements in customer satisfaction; contact rate; speed to resolution; operational efficiency; consistently meet or exceed SLAs; raise the bar on execution and results; deliver high-quality outcomes; reduce contacts; improve customer experience; power weekly business use data; recommend action with clear ROI; scale operations; inform product and process decisions
Industry & Context.
solving complex problems at scale; turn insights into action; diagnose root cause; root cause analysis; implement corrective actions; preventive controls
What They're Looking For.
Must Have
6+ years of experience in customer experience/support operations, service delivery, or program management within technology, e-commerce, marketplace, or BPO environments., 2+ years of people management experience with direct reports, including hiring, coaching, and performance management., Proven experience overseeing vendorPO operations with responsibility for SLAs, QA, workforce management, and capacity planning., Proficiency with data analysis, including SQL for querying operational data and building dashboards in tools such as Looker or advanced Excel/Google Sheets skills., Demonstrated track record partnering with Product/Engineering to launch automation or tooling that reduces contact rate and improves CSAT., Excellent communication and stakeholder management skills, including leading weekly/monthly business reviews and driving alignment across cross-functional teams., Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.
Nice to Have
Experience managing multi-site BPO networks across US, nearshore, and offshore locations., Background in on-demand marketplaces, logistics, grocery, or retail customer support., Lean Six Sigma Green Belt (or comparable continuous improvement training) with a history of measurable process improvements., Hands-on experience with CRM and telephony platforms (e.g. , Zendesk, Salesforce Service Cloud, Talkdesk, Amazon Connect) and QA tooling., Experience building new workflows from 0 to 1, including SOPs, training, and change management to scale operations., Comfort designing and interpreting experiments (e. g. , A tests) to inform product and process decisions.
What You'll Do.
Own end-to-end operations for designated CX pillar(s)
set strategy and quarterly plans
define and track KPIs
and develop a team of 2 direct
Drive vendor performance across our BPO network
Partner with Product Ops
Build and maintain dashboards and reporting
Lead incident management and root cause analysis
Institutionalize continuous improvement through SOPs
How You'll Work.
Team & Collaboration
partnering closely with CX Ops, Vendor Managers, Support Teams, Product Ops, and Business Owners; collaborating across functions to ship improvements quickly; Partner with Product Ops, Engineering, Design, and Support; driving alignment across cross-functional teams
Communication Scope
Excellent communication and stakeholder management skills; leading weekly/monthly business reviews; driving alignment across cross-functional teams; communicate updates to stakeholders
Process & Methodology
program management
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