Marketplace Operations Associate

Summary

Join Instacart's Marketplace Operations team as a remote employee and play a critical role in ensuring smooth and efficient grocery delivery operations across North America. You will monitor key performance metrics, investigate issues, and implement solutions in real-time to address disruptions and maintain high quality. This involves collaborating with cross-functional teams, communicating with shoppers, and proactively identifying potential problems. The role demands strong analytical, problem-solving, and communication skills, along with the ability to work effectively in a fast-paced, dynamic environment. The position offers competitive compensation and benefits, including equity grants, and requires flexibility to work nights, weekends, and holidays.

Requirements

• Bachelor’s degree or equivalent experience, ideally in an operations or fulfillment environment
• Experience synthesizing and analyzing data to identify trends & improvement opportunities
• Demonstrated ability to think critically and solve urgent problems creatively
• Ability to communicate succinctly and effectively with key stakeholders across multiple channels
• Impressive multi-tasking skills and keen attention to detail
• A hunger to spot inefficiencies and improve processes
• Ability to process information quickly and implement effective countermeasures
• Flexibility to work in a rapidly-changing environment
• Positive, team-oriented mindset and willingness to jump in to help wherever and whenever needed
• Willing to work a schedule that includes nights, weekends, and holidays
• Passion for the customer, shopper, and retailer experience
• Desire to engage with various AI tools to create new efficiencies and automations

Responsibilities

• Monitor fluctuations and outliers in key performance metrics across the marketplace; investigate root causes and escalate problems - all in real-time
• Serve as the “air traffic controller” for real-time fulfilment quality assurance by implementing systems settings to address late deliveries, shopper availability, safety issues, and more
• Monitor day-to-day marketplace metrics across multiple regions simultaneously, ensuring high levels of efficiency, quality, and shopper availability
• Occasionally communicate with shoppers to troubleshoot live problems
• Support and monitor new service launches that impact shoppers or retailers, in real-time
• Provide critical feedback to and work directly with cross-functional teams to continuously improve system performance & execution
• Identify and research upcoming events that may impede operations and devise effective countermeasures to mitigate
• Respond quickly to disasters in order to ensure shopper safety while keeping customer promises
• Promptly speak up about intraday issues impacting the marketplace to activate the right stakeholders to correct the problem, activating established playbooks when appropriate

Preferred Qualifications

• Advanced experience with Excel/Google Sheets
• Knowledge and experience with SQL
• Familiarity with Salesforce or other CRM
• Understanding of marketplace businesses

Benefits

• Highly market-competitive compensation and benefits
• Remote work
• New hire equity grant
• Annual refresh grants