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Senior Program Manager, Quality Assurance

1 month, 1 week ago
Canada
Full-time
Senior
Program Manager
Project and Program Management
Looker Machine Learning Mode Python R 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 114

Description

  • Operate the QA program end-to-end, including daily, weekly, monthly, and quarterly cadences and meeting hygiene.
  • Manage the central quality actions tracker and enforce service-level agreements, ownership, and escalation timelines.
  • Collaborate with Engineering, Product, L&D, Automation, Operations, Legal, and Analytics teams to drive follow-through on quality signals and initiatives.
  • Partner with QA leadership, Product, Data Science, and Analytics teams to prioritize roadmap initiatives and shape auditing and contact-prevention strategy.
  • Communicate program outcomes, insights, and recommendations to cross-functional stakeholders and senior leadership.
  • Build and maintain QA dashboards, reporting, and visualization models that track key quality and operational metrics.
  • Write SQL queries to investigate quality spikes, root causes, auditor variance, and ad hoc business questions.
  • Analyze audit data, customer sentiment, and contact-driver patterns to identify systemic issues and improvement opportunities.
  • Develop forward-looking impact analyses and ROI models to support quarterly planning and QA initiatives.
  • Create automated reporting systems that keep CX and operations leaders informed across regions, pillars, and channels.

Requirements

  • 6–8 years of combined program management and analytical experience, preferably in customer experience, contact center operations, trust and safety, or similar operational functions.
  • Experience in Customer Experience, contact center, quality assurance, or trust and safety operations.
  • Strong understanding of contact center metrics such as quality scores, sentiment, first contact resolution, and average handle time.
  • Understanding of A/B testing and other statistical analysis methods.
  • Proficiency with AI tools such as Claude, ChatGPT, or Copilot and ability to integrate them into daily workflows.
  • Demonstrated experience as both a program manager and a hands-on data analyst.
  • High proficiency in SQL, including complex queries, joins, and optimizations on large datasets.
  • Experience with visualization tools such as Mode, Tableau, Looker, or Sigma.
  • Proven ability to run cross-functional programs with named owners, service-level agreements, and measurable outcomes.
  • Strong verbal and written communication skills with the ability to synthesize complex topics for different audiences.
  • Ability to work effectively with data scientists, data engineers, operational leaders, and cross-functional partners in Product, Engineering, Operations, and L&D.
  • Excellent teamwork skills, strong accountability, and a self-starter mindset.
  • Strategic mindset with the ability to help stand up a new operating model.
  • Familiarity with QA operations such as rubric design, calibration, auditor variance management, dispute workflows, and quality scoring methodologies.
  • Working knowledge of QA platforms such as Kaizo, MaestroQA, or Playvox.
  • Exposure to LLM-assisted auditing, automated quality scoring, or other applied AI tools in customer experience.
  • Experience with R or Python, with fluency in at least one preferred.
  • Experience with experimentation, data modeling, ETL, and data pipeline development.

Benefits

  • Remote Flex First work policy with flexibility to work from home, an office, or another location.
  • Competitive compensation with a Canadian base salary range of $120,000 to $126,500 CAD.
  • Eligible for a new hire equity grant.
  • Eligible for annual refresh equity grants.
  • Market-competitive compensation and benefits based on location.
  • Hiring currently open in Ontario, Alberta, British Columbia, and Nova Scotia.

Interested in this position?

Apply directly on the company website

Apply Now

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