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Customer Experience Operations Manager (Pillar Lead)

15 minutes ago
United States, Canada
Full-time
Senior
Customer Support
Customer and Technical Support
CRM Looker SQL Tableau
Apply Now
instacart.careers

instacart.careers

Instacart is a leading grocery technology company in North America that works with grocers and retailers to transform how people shop. They partner with over 1,000 national, regional, and local retail banners to facilitate online shopping, delivery, an...

Internet Software & Services
1K-5K
View All Jobs 121

Description

  • Own end-to-end operations for designated customer experience support pillars, including strategy, quarterly planning, KPI tracking, and SLA performance.
  • Lead, coach, and develop 2 direct reports through goal setting, operating rhythms, and career development planning.
  • Manage vendor performance across the BPO network, including staffing, workforce planning, QA, calibrations, playbooks, and performance reviews.
  • Partner with Product Ops, Engineering, Design, and Support to prioritize and launch product and process improvements.
  • Run experiments and measure the impact of operational changes to reduce contacts and improve customer experience.
  • Build dashboards and reporting for weekly business reviews and use data to diagnose issues and size opportunities.
  • Lead incident management and root cause analysis for operational spikes or defects and implement corrective actions.
  • Drive continuous improvement through SOPs, training, change management, and standardized workflows across channels and geographies.

Requirements

  • 6+ years of experience in customer experience, support operations, service delivery, or program management in technology, e-commerce, marketplace, or BPO environments.
  • 2+ years of people management experience with direct reports, including hiring, coaching, and performance management.
  • Experience overseeing vendor or BPO operations with responsibility for SLAs, QA, workforce management, and capacity planning.
  • Proficiency with SQL and dashboarding tools such as Looker or Tableau, plus advanced Excel or Google Sheets skills.
  • Proven experience partnering with Product and Engineering to launch automation or tooling that reduces contact rate and improves CSAT.
  • Excellent communication and stakeholder management skills, including leading weekly and monthly business reviews.
  • Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.
  • Experience managing multi-site BPO networks across US, nearshore, and offshore locations (preferred).
  • Background in on-demand marketplaces, logistics, grocery, or retail customer support (preferred).
  • Lean Six Sigma Green Belt or comparable continuous improvement training (preferred).
  • Hands-on experience with CRM and telephony platforms such as Zendesk, Salesforce Service Cloud, Talkdesk, or Amazon Connect, plus QA tooling (preferred).
  • Experience building workflows from 0 to 1, including SOPs, training, and change management (preferred).
  • Comfort designing and interpreting experiments such as A/B tests to inform product and process decisions (preferred).

Benefits

  • Remote-first Flex First work environment with flexibility to work from home, an office, or another location.
  • Competitive base salary ranging from $139,000 to $176,000 USD depending on work location.
  • New hire equity grant eligibility.
  • Annual equity refresh grants.
  • Market-competitive compensation and benefits.
  • Regular in-person events to help maintain connection and community.

Interested in this position?

Apply directly on the company website

Apply Now

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