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Senior Program Manager, Quality Assurance

1 month ago
United States
Full-time
Senior
Program Manager
Project and Program Management
Looker 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
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Description

  • Operate the QA program end to end, including daily, weekly, monthly, and quarterly operating cadences.
  • Maintain meeting agendas, decision logs, action items, owners, and due dates for QA forums.
  • Manage the central actions tracker and route quality signals to the correct cross-functional owner.
  • Publish and enforce service-level agreements and report adherence, escalation timing, and signal-to-action lag to leadership.
  • Collaborate with Engineering, Product, Learning & Development, Automation, Operations, and Legal teams to ensure follow-through on quality actions.
  • Partner with QA leadership, Product, Data Science, and Analytics teams to prioritize roadmap initiatives and shape auditing and rubric improvements.
  • Build and maintain QA dashboards, reporting, and visualization models for key performance indicators.
  • Write SQL queries to investigate trends, spikes, root causes, auditor variance, and ad hoc business questions.
  • Analyze audit data, customer sentiment, and contact-driver patterns to identify systemic issues and prevention opportunities.
  • Develop forward-looking analyses and automated reporting to support goal setting, ROI assessment, and executive decision-making.

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 use them in 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 against large datasets.
  • Experience with analytics visualization tools such as Mode, Tableau, Looker, or Sigma.
  • Proven ability to run cross-functional programs with named owners, SLAs, and measurable outcomes.
  • Excellent verbal and written communication skills with the ability to synthesize complex topics for different audiences.
  • Ability to work effectively with data scientists, data engineers, and operational leaders across Product, Engineering, Operations, and L&D.
  • Preferred: familiarity with QA operations, including rubric design, calibration, auditor variance management, dispute workflows, and quality scoring methodologies.
  • Preferred: working knowledge of QA platforms such as Kaizo, MaestroQA, or Playvox.
  • Preferred: exposure to LLM-assisted auditing or automated quality scoring in a customer experience context.
  • Preferred: experience with R or Python, with fluency in at least one preferred.
  • Preferred: experience with experimentation, data modeling, ETL, and data pipeline development.

Benefits

  • Remote Flex First work policy with the flexibility to work from home, an office, or another preferred location.
  • Highly market-competitive compensation and benefits.
  • Base salary range of $147,000–$155,000 USD in CA, NY, CT, and NJ.
  • Base salary range of $140,000–$148,000 USD in WA.
  • Base salary range of $134,000–$141,500 USD in select states and DC.
  • Base salary range of $122,000–$129,000 USD in all other states.
  • Eligible for a new hire equity grant.
  • Eligible for annual equity refresh grants.

Interested in this position?

Apply directly on the company website

Apply Now

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