CX Technology Program Manager

Summary

Join Instacart's CX Technology Associate Program Manager team and become a central figure in strategic planning and communication, connecting Product, Customer Experience, and Engineering teams. You will facilitate strategic reviews with senior management, prioritize projects, create execution frameworks, and monitor progress against the roadmap. This role requires strong communication and collaboration skills to align departmental goals with company priorities, streamline workflows, and ensure efficient resource allocation. You will also track performance, generate reports, and maintain a centralized knowledge hub for stakeholders. The position offers a remote work option and competitive compensation and benefits, including equity grants.

Requirements

• 3+ years in strategic planning and execution
• 3+ years with project management
• Market-place operations experience

Responsibilities

• Facilitate strategic review sessions with senior management to define and develop key initiatives that fuel growth and improve market positioning
• Prioritize projects and initiatives that are in tune with the company's strategic objectives
• Create and implement frameworks for executing strategy and measuring its efficiency, ensuring alignment across teams
• Monitor and track the progress of initiatives against the strategic roadmap, coordinating with project managers to ensure key milestones are achieved on time
• Identify and address any obstacles impacting roadmap timelines, and keep relevant stakeholders informed with regular updates
• Serve as a crucial connector between departmental teams, fostering synergy and developing effective communication channels
• Align departmental goals with the company's strategic priorities and streamline workflows to boost efficiency
• Represent the needs and objectives of departments to others to promote mutual knowledge and collaboration
• Track the performance of new strategies by assessing key operational metrics
• Generate precise reports on operational trends, issues, and performance
• Evaluate and optimize resource allocation to ensure efficiency across different departments
• Ensure all departments receive pertinent information promptly and establish a centralized knowledge hub for stakeholder access
• Optimize communication tools to enhance information sharing and facilitate meetings for critical update exchanges
• Oversee the documentation of strategic decisions for future reference

Preferred Qualifications

• Experience in fast-growth start up environments driving alignment for Customer Support organization
• Product operations experience

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• This role is remote
• This role is eligible for a new hire equity grant as well as annual refresh grants