Senior Manager, Learning & Development

Summary

Join Instacart's Customer Experience (CX) team as a Senior Manager of Learning and Development to lead the global L&D strategy and execution for call centers across the USA, APAC, EMEA, and LATAM. You will oversee a team of L&D professionals, designing and delivering impactful learning experiences. This role requires proven success leading matrixed teams and strong stakeholder engagement skills. The ideal candidate will be a collaborative, culturally aware team player, adaptable, and resourceful. The position offers a competitive compensation and benefits package, including equity grants, and is remote.

Requirements

• Proven success leading matrixed teams while supporting both global and regional priorities
• Exceptional influencing and stakeholder engagement skills, with strong presentation and communication abilities
• Collaborative and culturally aware team player, skilled at building relationships across diverse geographies and backgrounds
• Adaptable and proactive problem solver who thrives in fast-paced, ambiguous environments
• Resourceful and solutions-oriented, leveraging creativity and emerging tools like AI to drive process improvement and innovation
• Strong prioritization and time management skills; able to balance multiple initiatives while aligning team focus with high-impact objectives
• Experienced navigating ambiguity and change, with a deep understanding of both local nuances and cross-functional dynamics

Responsibilities

• Lead, coach, and develop a high-performing L&D team, fostering a culture of collaboration, continuous growth, innovation, and excellence
• Design and implement a learning strategy aligned with the evolving needs of the Customer Experience (CX) organization
• Build and scale a robust learning infrastructure that supports business growth and operational effectiveness
• Define, monitor, and continuously improve key learning metrics and KPIs to ensure measurable impact
• Drive the creation of learning solutions that directly enhance CX team performance and elevate the overall customer experience
• Champion a culture centered on elevating the Instacart experience for customers, employees, and partners
• Cultivate and maintain a high-engagement, high-performance environment where teams feel empowered and motivated to excel
• Forge strong cross-functional partnerships to align learning initiatives with broader organizational goals

Preferred Qualifications

• 10+ years of experience leading 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
• Highly experienced in designing and implementing complex global strategies
• Familiarity with the nuances of various regions, including main players in the learning fields
• Excellent influencing, presentation, and communication skills
• Experience collaborating with stakeholder teams, business leaders, and subject matter experts to design innovative learning solutions
• Experienced working within an agile and design thinking model

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• This role is remote and the base pay range for a successful candidate is dependent on their permanent work location
• Offers may vary based on many factors, such as candidate experience and skills required for the role
• Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants