Instacart
SeniorProgramManager,QualityAssurance
“Senior Program Manager, Quality Assurance at Instacart. Skills: Program management, Data analysis, Quality Assurance, Cross-functional coordination. Own operating rhythm of QA program. Build dashboards, reporting, and analyses”
What You'll Achieve.
Ensure every customer, retailer, and shopper interaction meets the bar; Surface adherence (target ≥95%); Surface escalation cycle times (target ≤7 days); Surface signal-to-action lag (target ≤5 days) to leadership weekly; Ensure every quality signal has a destination; Ensure every action has an owner; Ensure every outcome is measured; Drive process and performance improvement; Surface critical KPIs; Support quarterly goal-setting; ROI assessment for QA-driven initiatives; Keep CX and operations leaders informed of trends, variations, and opportunities
Industry & Context.
Translate signals into measurable action; Investigate spikes; Isolate root causes; Identify auditor variance; Answer ad-hoc business questions; Identify systemic issues; Identify calibration drift; Identify opportunities for contact prevention; Identify potential root causes; Provide recommendations on mitigation strategy
What They're Looking For.
Must Have
6–8 years of combined program management and analytical experience, Experience in Customer Experience, contact center, quality assurance, or trust and safety operations, Understanding of contact center metrics (quality scores, sentiment, first contact resolution, average handle time) and the operational levers that move them, Understanding of A/B testing and other forms of statistical analysis, Proficiency with AI tools (e.g., Claude, ChatGPT, Copilot), Demonstrated experience as both a program manager and a hands-on data analyst, High proficiency in SQL, Experience with analytical visualization tools such as Mode, Tableau, Looker, Sigma, or similar tools, Track record of building reporting and analytics that an executive audience actually uses to make decisions, Proven ability to run cross-functional programs with named owners, published service-level agreements, and measurable outcomes, Ability to identify potential root causes contributing to changes in quality and efficiency metrics and provide recommendations on mitigation strategy, Extremely verbal and written communication skills, Ability to work effectively with internal stakeholders, including data scientists, data engineers, and operational leaders, Work cross-functionally with Product, Engineering, Operations, and L&D to drive change, Excellent teamwork skills, High level of accountability and ownership, Strategic mindset
Nice to Have
Familiarity with QA operations: rubric design and calibration, auditor variance management, dispute workflows, and core quality scoring methodologies, Working knowledge of QA platforms such as Kaizo, MaestroQA, Playvox, or comparable tools, Exposure to LLM-assisted auditing, automated quality scoring, or other applied AI tooling within a customer experience context, Experience with R or Python, Experience with experimentation, data modeling, ETL, and data pipeline development
What You'll Do.
Own operating rhythm of QA program
Evaluate quality across every channel
Analyze trends and outliers
Route signals to named owners
Develop and maintain QA dashboards
Write SQL queries against data
Design dashboards and reporting models
Develop forward-looking analyses
Build automated reporting systems
How You'll Work.
Team & Collaboration
Engage with stakeholders at all levels; Foster cross-functional partnerships with Product, Engineering, Operations, Legal, and L&D; Collaborate with Engineering, Product, L&D, Automation, and Operations teams; Work with QA leadership, Product, Data Science, and cross-functional Analytics teams; Communicate outcomes and insights to cross-functional stakeholders; Work closely with Operations and Legal teams; Work effectively with internal stakeholders, including data scientists, data engineers, and operational leaders; Work cross-functionally with Product, Engineering, Operations, and L&D to drive change; Excellent teamwork skills and desire to help others learn
Communication Scope
Effective communication skills; Strategic communication; Extremely verbal and written communication skills; Synthesize complex topics; Create compelling narratives
Process & Methodology
Program management, Cross-functional programs, Named owners, Published service-level agreements, Measurable outcomes
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