Director of Customer Experience Technology Enablement

Summary

Join Instacart as the Director of Customer Experience Enablement and lead the tooling and enablement strategy for the Customer Experience organization. This pivotal role involves executing complex implementations, launching new tools with the engineering team, defining tooling requirements, and maintaining a feedback loop for continuous improvement. You will oversee the implementation of complex integrations, lead a team of strategists and program managers, define tooling requirements, and partner with product and engineering teams. The ideal candidate possesses a Bachelor’s degree or equivalent experience, over 10 years of leadership experience in enablement systems and customer service, and a strong commitment to customer service and operational excellence. This remote role offers highly competitive compensation and benefits, including equity grants.

Requirements

• Possess a Bachelor’s degree or equivalent practical experience; an MBA is preferred
• Bring over 10 years of leadership and execution experience, with profound expertise in enablement systems, contact center tooling, customer service excellence, and customer relationship management software
• Demonstrated capability in managing and leading teams of subject matter experts to high performance
• Understanding and experience piloting as well as scaling artificial intelligence tooling at an enterprise level
• A strong commitment to delivering exceptional customer service and operational execution, striving for a culture of excellence
• The ability to independently define and execute on a visionary and strategic level, including on a technical & executional level, comfortable with the ambiguity and rapid changes typical of a startup environment
• Deep expertise in designing and interpreting operational and financial metrics to drive substantive business results, coupled with executive-level written and verbal communication skills

Responsibilities

• Oversee the implementation of complex integrations, including new AI tools and other enablement tools that lay the groundwork for our support and operations organizations
• Lead a talented team of strategists and program managers responsible for managing our chatbot, CRM, and contact center tooling, as well as formulating future enablement strategies
• Define tooling requirements and future vision based on inputs and long-term planning of the core & future business strategy
• Serve as a key liaison and partner with product and engineering teams, ensuring seamless development and execution of tools and implementations critical to our mission

Preferred Qualifications

• Lean Six Sigma or similar certification
• Previous experience at a major service provider to contact centers
• Technical program management experience
• Background in software engineering

Benefits

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