CX Pillar Operations Associate Manager

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

We are seeking a highly motivated and results-oriented CX Pillar Operations Associate Manager to join our team. In this role, you will play a pivotal part in shaping the future of our customer experience by managing the daily operations of a key CX pillar. You will lead a team of skilled professionals, optimize processes, and drive initiatives that enhance customer satisfaction and loyalty. The ideal candidate is passionate about customer service, data-driven, and thrives in a fast-paced, collaborative environment.

The CX Shopper Pillar team at Instacart is dedicated to providing the best possible end user experience. We are passionate about understanding end user needs and using data-driven insights to improve processes and drive innovation. We work collaboratively across the organization to ensure that our end users have a seamless and enjoyable experience with Instacart.

About the Job

• Drive CX Readiness: Evaluate product enablement packages, pinpoint CX readiness needs, and collaborate across teams to ensure proper prioritization and flawless execution.

• Champion Process Improvement: Assess readiness performance and propose enhancements by collaborating with cross-functional peers.

• Spearhead Projects Lead Pillar and CX projects, utilizing project management skills to drive successful outcomes.

• Shape Strategy: Actively contribute to the development and execution of Pillar and Team strategies, aligning them with company goals.

• Collaborate Across Functions: Partner with cross-functional teams in CX, Operations, Business Development, Product, and Engineering to deliver exceptional customer experiences.

• Analyze and Optimize: Collect, analyze, and interpret operational metrics to identify and address bottlenecks and inefficiencies.

• Ensure Timely Delivery: Manage multiple priorities in a fast-paced setting, ensuring effective communication and on-time project completion.

About You

Minimum Qualifications

• Bachelor's degree in a relevant field, or equivalent work experience

• 5+ years of experience in operations, process improvement, project management, or related roles

• Strong strategic thinking and problem-solving skills

• Proven track record of leading and delivering successful projects and programs

• Excellent communication and stakeholder management skills

• Strong analytical skills and proficiency in data analysis tools

• Experience with project management methodologies and tools

Preferred Qualifications

• Experience developing complex SQL queries

• Customer-centric mindset and passion for driving operational excellence

#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