Instacart

Compensation

Full Description

Job Description: • own end-to-end operations for designated CX pillar(s) • lead, coach, and develop a team of 2 direct reports • drive vendor performance across our BPO network in partnership with Vendor Managers • partner with Product Ops, Engineering, Design, and Support to scope, prioritize, pilot, and launch product and process changes • build and maintain dashboards and reporting that power weekly business reviews • lead incident management and root cause analysis for spikes or defects • institutionalize continuous improvement through SOPs, training, and change management Requirements: • 6+ years of experience in customer experience/support operations • 2+ years of people management experience with direct reports • proven experience overseeing vendor/BPO operations • proficiency with data analysis, including SQL for querying operational data • excellent communication and stakeholder management skills • bachelor’s degree in Business, Operations, Engineering, or a related field Benefits: • competitive compensation • benefits offerings • new hire equity grant • annual refresh grants