Senior Program Manager

Summary

Join Instacart's CX Technology Program Manager team and shape our technical direction by defining business problems and using data to guide our roadmap. As the go-to expert on data strategy, you will steer tech investments and improve customer and agent experiences. The Customer Experience team is service-centric and analytics-driven, focused on exceptional performance and scaling operations. You will implement strategies to enhance system efficiency, conduct performance testing, evaluate new technologies, and gain deep knowledge of agent processes. You'll also extract insights from large datasets, utilize statistical tools, and ensure data accuracy and security. This remote role offers competitive compensation and benefits, including equity grants.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Certification in data analysis or business intelligence (e.g., CBIP, CDMP)
• 3+ years with system performance testing and benchmarking
• 2+ years with advanced data analysis and statistical tool usage
• Expertise in SQL and database management
• Proficiency in using data analysis software (e.g., Tableau, Power BI)
• Experience with data modeling and predictive analytics
• Knowledge of data warehousing and ETL processes
• Comprehension with programming languages (e.g., Python, R)
• Experience with dashboard development and data visualization techniques

Responsibilities

• Implement strategies that enhance system efficiency and reduce latency
• Conduct performance testing and benchmarking regularly, recommending necessary hardware and software upgrades to improve operations
• Evaluate the impact of new technologies to ensure optimal system performance
• Gain a deep knowledge of agent processes to pinpoint critical technology interventions
• Create business cases for technical solutions that drive operational efficiency and cost savings
• Extract and inspect large datasets to uncover actionable insights and maintain dashboards that monitor key performance indicators
• Utilize statistical tools to identify trends and patterns in data, informing decisions with both quantitative and qualitative evidence
• Guarantee data accuracy and integrity through rigorous quality assurance processes
• Oversee and ensure the security of our infrastructure while maintaining compliance with relevant industry standards

Preferred Qualifications

• Expertise in performance tuning and systems optimization
• Knowledge of industry-standard data security practices
• Demonstrable experience in leading data-driven business improvements
• Accomplishments in creating technical solutions that resulted in operational efficiency
• Prior success in establishing rigorous data quality assurance standards

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• This role is remote
• The base pay range for a successful candidate is dependent on their permanent work location
• This role is eligible for a new hire equity grant as well as annual refresh grants
• $117,000 — $130,000 CAD