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Senior Project Manager, CX PMO

7 hours, 32 minutes ago
Canada
Full-time
Senior
Project Manager
Project and Program Management
Agile Asana E-commerce JIRA Salesforce Scrum
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 123

Description

  • Lead end-to-end delivery of large and extra-large Hero Projects and strategic CX initiatives, including requirements gathering, planning, execution, change management, and closure.
  • Drive AI foundational initiatives that scale and operationalize the PMO’s AI-enabled operating model, including intake automation, capacity planning, and portfolio dashboards.
  • Partner with senior stakeholders across CX, Product, Engineering, Tech Governance, BizSys, Legal, Security, and operations to align priorities and remove blockers.
  • Build executive-ready decks, written updates, and visualizations for Director- and VP-level audiences.
  • Own status reporting, metrics, outcome storytelling, and leadership sign-off for major programs.
  • Recommend improvements to PMO standards, frameworks, and best practices to strengthen the team’s operating model.
  • Lead pre-planning before each half to lock scope, dependencies, and resourcing before execution begins.
  • Manage cross-team dependencies and influence senior stakeholders without direct authority to keep projects on track.
  • Apply judgment to scope, sequencing, trade-offs, and risk management across interconnected workstreams.

Requirements

  • 5+ years of project management experience, ideally in technology, operations, or customer experience.
  • Demonstrated success leading large and extra-large cross-functional programs end-to-end.
  • Experience defining scope, mapping dependencies, managing risk, and reporting progress to executives.
  • Strong organizational and communication skills with the ability to synthesize complexity for Director- and VP-level audiences.
  • Experience creating project charters, plans, status reports, risk logs, and executive updates.
  • Proven ability to manage milestones and deliver results on time in a fast-moving, ambiguous environment.
  • Bachelor’s degree in a related field or equivalent work experience.
  • Preferred: 7+ years of progressive project management experience, including independent ownership of XL programs.
  • Preferred: Experience in Customer Experience, SaaS, or e-commerce environments.
  • Preferred: Hands-on experience with AI-enabled PM tooling, automation platforms, or PMO scaling tools such as Gumloop, Glean, AI copilots, intake automation, or capacity planning tools.
  • Preferred: Familiarity with Agile, Scrum, or Waterfall methodologies and tools such as Smartsheet, Asana, or Jira.
  • Preferred: Prior experience with enterprise-scale system implementations or CX technology rollouts such as Salesforce or Genesys.
  • Preferred: Strong stakeholder management experience influencing senior leaders and aligning competing priorities.
  • Preferred: PMP, CSM, or other project management certification.
  • Preferred: Experience contributing to or building PMO standards, frameworks, or governance models.
  • Preferred: Track record of scaling PMO operations through automation, AI, or process innovation.

Benefits

  • Remote role with a Flex First work policy that lets employees choose where they do their best work.
  • Highly market-competitive compensation and benefits.
  • Base pay range of $120,000 to $126,500 CAD for Canadian-based candidates.
  • Eligible for a new hire equity grant.
  • Eligible for annual refresh equity grants.
  • 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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