CX Systems Sr. Program 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

About the Role 

Join our team as a CX Technology Program Manager, where you'll play a pivotal role in shaping our technical direction by defining pressing business problems and using data to guide our roadmap and assess results. Embrace the opportunity to hold as the go-to expert on data strategy, helping to steer our tech investments and instigate crucial business improvements, all aimed at enhancing experiences for both customers and agents alike.

About the Team 

The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else. The Technology Enablement team serves as a strategic Technical partner for the Instacart business to drive customer delight through personalized customer experiences with intentional, high-energy human support.

About the Job 

• Implement strategies that enhance system efficiency and reduce latency. Conduct performance testing and benchmarking regularly, recommending necessary hardware and software upgrades to improve operations. Evaluate the impact of new technologies to ensure optimal system performance.
• Gain a deep knowledge of agent processes to pinpoint critical technology interventions. Create business cases for technical solutions that drive operational efficiency and cost savings.
• Extract and inspect large datasets to uncover actionable insights and maintain dashboards that monitor key performance indicators. Utilize statistical tools to identify trends and patterns in data, informing decisions with both quantitative and qualitative evidence. Guarantee data accuracy and integrity through rigorous quality assurance processes.
• Oversee and ensure the security of our infrastructure while maintaining compliance with relevant industry standards.

About You

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Certification in data analysis or business intelligence (e.g., CBIP, CDMP)
• 3+ years with system performance testing and benchmarking
• 2+ years with advanced data analysis and statistical tool usage
• Expertise in SQL and database management
• Proficiency in using data analysis software (e.g., Tableau, Power BI)
• Experience with data modeling and predictive analytics
• Knowledge of data warehousing and ETL processes
• Comprehension with programming languages (e.g., Python, R)
• Experience with dashboard development and data visualization techniques

Preferred Qualifications

• Expertise in performance tuning and systems optimization
• Knowledge of industry-standard data security practices
• Demonstrable experience in leading data-driven business improvements
• Accomplishments in creating technical solutions that resulted in operational efficiency
• Prior success in establishing rigorous data quality assurance standards

#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. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

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 Canadian based candidates, the base pay ranges for a successful candidate are listed below.