Senior Program Manager, Instacart

• A Bachelor’s degree or equivalent work experience
• 4+ years of operational and project management experience, including comprehensive experience collaborating across business units
• Track record of success navigating complex matrix organizations
• A solid level of business acumen and ability to creatively solve operational problems
• Confidence in navigating complex organizations and influencing stakeholders across business units
• The ability to balance business needs, a sense of urgency, and shipping high quality and pragmatic solutions
• Clear communication skills and executive presence

Desirable

• As a CX Program Manager, you will work on projects that shape the future of Instacart’s Customer Experience organization
• Your outstanding organizational and communication skills will bring leaders and cross functional teams together to scope and deliver the technology, strategies, and processes that will allow our organization to provide the best possible experience to our customers, shoppers, and retailers
• The Instacart Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business
• PICO encompasses knowledge management (process and content), project management, and continuous improvement analytics. Each subteam has a unique and critical role to play in supporting our end users and specialists - and cross-functional collaboration to leverage our combined abilities is critical to our success
• The Project Management team scopes, plans, and executes the highest profile, highest complexity projects for our organization, serving as thought partners to leadership and a bridge with cross functional partners such as Product and Engineering. The team is known for exceptional organizational and communication skills, ensuring project success in a fast-paced environment
• In this role, you will be responsible for managing medium-size projects within a team or pillar. Your scope will include requirements gathering, scoping, documentation, change management, execution and closure
• You will contribute to workstreams on larger projects in partnership with Senior Project Managers and Directors
• You will support department-wide communication needs by organizing clear, engaging decks and written updates that inform stakeholders about our metrics, project updates, and successes
• You will contribute to the development of our PMO framework by creating and optimizing project management tools, resources, and best practices
• You will coordinate resource requests across teams and excel at the art of influencing others to contribute proactively to the success of your projects