Cx Technical Governance Program Manager

Summary

Join Instacart as a Program Manager to lead global initiatives scaling the Customer Experience workforce through effective tech governance. You will establish and manage a steering committee, develop an intake process for product requests, and oversee the technology portfolio. This role involves managing documentation governance, collaborating with cross-functional teams, and tracking key metrics for optimization. The position requires a Bachelor's degree or equivalent experience, proven team management skills, and experience in operations, analytics, or a related field. Instacart offers a flexible remote work environment and competitive compensation and benefits, including equity grants.

Requirements

• Bachelor's degree or 5+ years of professional experience in a related field
• Experience working in a startup or technology-focused company, or within a consulting firm
• Proven track record of managing matrixed and globally dispersed teams and vendors
• Minimum of 2 years of experience in Operations, Analytics, Product, Engineering, Consulting, Project Management, or a similar field
• Demonstrated ability to initiate and drive projects to completion independently
• Experience in conducting business process analysis
• Skilled at communicating technical analysis results to non-technical stakeholders to influence strategic decision-making
• Familiarity with Project Management tools, particularly Jira

Responsibilities

• Lead global initiatives to scale and support the Customer Experience workforce through effective tech governance
• Establish and manage a steering committee with cross-functional stakeholders to align on vision, policies, and budget
• Develop and implement an intake process for prioritization and resourcing with cross-functional collaboration
• Oversee the proactive management of the technology budget, invoices, and contracts to optimize resources
• Program manage the documentation, governance, and audit functions within Cx, BizSys, and Engineering
• Collaborate with cross-functional teams such as Product, Engineering, and outsourced service providers to execute strategic projects and address operational challenges
• Track and analyze key governance and operational metrics to identify opportunities for optimization and enhancement
• Utilize problem-solving skills to address complex business and operational challenges
• Consultation on tooling design to bridge the gap between business needs and technical requirements

Preferred Qualifications

• Experience with data visualization tools such as Tableau or Periscope
• Proficiency in SQL queries, with at least 2 years of experience
• Agile/Scrum certification
• Resource Management experience
• Familiarity with Lean or Six Sigma methodologies

Benefits

• Highly market-competitive compensation and benefits
• Remote work
• Equity grant
• Annual refresh grants