Senior Learning & Development Associate

Summary

Join Instacart's Customer Experience (CX) team as an Associate of Learning and Development! This role supports the L&D team in providing amazing interactions with customers, shoppers, and retailers. You will support the learning needs of outsourced and in-house call centers globally, focusing on continuous improvement and optimization of learning offerings and digital learning infrastructure. The position involves collaborating with stakeholders to design learning solutions, optimize training programs, assess training effectiveness using data, and track KPIs. You will build a culture that enhances the Instacart experience and foster strong partnerships across teams. This is a remote position with a competitive compensation and benefits package, including equity grants.

Requirements

• Experienced in supporting matrix-oriented teams; supporting global and regional priority-sets
• Excellent influencing, stakeholder engagement, presentation, and communication skills
• Selfless team player and tactfully know how to engage with stakeholders from different cultural backgrounds and geographies
• Ability to remain flexible and adapt quickly to changing situations
• Proactive problem solver who knows how to navigate ambiguity
• Resourceful and can think of creative solutions for problems without easy and straightforward answers, including leveraging AI tools for process improvement. You have strong prioritization skills
• Able to balance multiple projects simultaneously while also guiding your time and team’s focus on the most impactful items
• Experienced in working with ambiguity and constant change and can navigate local and functional dynamics

Responsibilities

• Support the learning strategy in line with the Customer Experience organization needs
• Track, report, and iterate upon Learning KPIs
• Support the development of learning-based deliverables that strengthen Customer Experience's overall performance
• Build a culture that supports our primary aim to make the Instacart experience even better
• Build strong bridges and tight partnerships with cross-functional partners

Preferred Qualifications

• 2+ years of experience supporting global and regional Learning and Development leaders and teams
• Knowledge and proficiency in digital learning tooling and technologies, LMS platforms, Contact Center Tools such as Salesforce and Genesys
• Experience with using data to assess training needs and report on training initiatives
• Familiarity with the nuances of various regions, including main players in the learning fields
• Excellent influencing, presentation, and communication skills
• Customer Service Learning and Development experience is preferred

Benefits

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