Capacity Planning Analyst - Customer Experience

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

As a Capacity Planning Analyst at Instacart, you'll be at the heart of ensuring our customers receive exceptional service every single time they interact with us. Your work will directly impact millions of customers by ensuring we have the right resources in the right place at the right time. By balancing cost-efficiency with service quality, you'll help us deliver on our promise to serve generously while facilitating operational excellence across our global support network.

In this role, you'll Take Ownership of critical capacity planning processes, Perform as One Team with BPO partners and cross-functional stakeholders, Excel in Execution through data-driven decision-making, and Adapt Quickly to the dynamic needs of our growing business.

As a key member of our Workforce Operations Team, you'll help shape processes and directly contribute to the strategic success within our Customer Experience Organization. This vibrant and hardworking team of workforce professionals plays a crucial role in optimizing operational efficiencies across our global network, ensuring our ability to deliver exceptional customer experiences at scale.

About the Job

• Design, build, and maintain sophisticated capacity models that enable data-driven resource allocation decisions

• Lead ongoing capacity planning initiatives to ensure optimal staffing levels across all channels and time zones

• Partner closely with Vendor Managers, Business Process Outsourcer (BPO) Workforce and Operations teams to align on forecasts, schedules, and resource needs

• Monitor and manage intraday patterns to respond proactively to volume fluctuations and service level requirements

• Distribute monthly forecasts and outlooks to BPO partners within contractual agreements

• Oversee administrative functions within our workforce management tool, ensuring data integrity and system optimization

• Deliver weekly reporting and readouts that provide actionable insights to leadership and stakeholders

• Proactively identify opportunities for process improvements and efficiency gains that enhance both the customer and employee experience

About You

Minimum Qualifications

• Bachelor's degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience

• Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization

• Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, and Atlassian tools

• Vast experience with data analysis tools and forecasting methods to drive reliable predictions

• Proficiency in SQL for sophisticated database management and data analysis

• Highly skilled in communicating effectively with all levels of the organization, with the ability to translate complex data into clear insights

• Comfortable navigating ambiguous situations with an ownership mentality and bias to action

Preferred Qualifications

• Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning strategies

• Experience building dashboards and data visualizations using tools like Tableau, Looker, or Mode

• Experience in high-volume, multi-channel contact center environments (phone, chat, email, social media)

• Experience managing workforce planning during peak seasonal periods or rapid business growth

• Knowledge of statistical programming languages such as Python or R for advanced workforce analytics

#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
$113,000—$125,000 USD

WA
$108,000—$120,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$104,000—$115,000 USD

All other states
$94,000—$104,000 USD