Marketplace Operations Associate, Instacart

• Bachelor’s degree or equivalent experience, ideally in an operations or fulfillment environment
• Experience synthesizing and analyzing data to identify trends & improvement opportunities
• Demonstrated ability to think critically and solve urgent problems creatively
• Ability to communicate succinctly and effectively with key stakeholders across multiple channels
• Impressive multi-tasking skills and keen attention to detail
• A hunger to spot inefficiencies and improve processes
• Ability to process information quickly and implement effective countermeasures
• Flexibility to work in a rapidly-changing environment
• Positive, team-oriented mindset and willingness to jump in to help wherever and whenever needed
• Willing to work a schedule that includes nights, weekends, and holidays
• Passion for the customer, shopper, and retailer experience
• Desire to engage with various AI tools to create new efficiencies and automations

Desirable

• As a Marketplace Operations team member, you will identify and correct defects and disruptions in the marketplace
• You will be challenged to make decisions on both a tactical & strategic level, taking calculated steps to prepare for and/or react to anything that may potentially impact operations
• Some examples include extreme weather, systems outages, store services changes, product releases, and shopper availability
• The Marketplace Operations team operates 365 days per year, on a rotational basis, from 5:30AM-8PM Pacific daily
• The Marketplace Operations team is responsible for monitoring daily operations in real time across North America
• We focus on proactive quality management, real-time quality management, and protecting the marketplace from disruptions
• Each team member supports growth and retention through live quality monitoring
• This is a rare opportunity to work in a highly cross-functional environment and drive tangible impact at the company level
• Monitor fluctuations and outliers in key performance metrics across the marketplace; investigate root causes and escalate problems - all in real-time
• Serve as the “air traffic controller” for real-time fulfilment quality assurance by implementing systems settings to address late deliveries, shopper availability, safety issues, and more
• Monitor day-to-day marketplace metrics across multiple regions simultaneously, ensuring high levels of efficiency, quality, and shopper availability
• Occasionally communicate with shoppers to troubleshoot live problems
• Support and monitor new service launches that impact shoppers or retailers, in real-time
• Provide critical feedback to and work directly with cross-functional teams to continuously improve system performance & execution
• Identify and research upcoming events that may impede operations and devise effective countermeasures to mitigate
• Respond quickly to disasters in order to ensure shopper safety while keeping customer promises
• Promptly speak up about intraday issues impacting the marketplace to activate the right stakeholders to correct the problem, activating established playbooks when appropriate