Customer Experience Operations Manager (Pillar Lead)

Instacart is transforming the grocery industry by providing essential services that customers rely on. They are seeking a Customer Experience Operations Manager to oversee day-to-day operations for consumer support pillars, drive improvements in customer satisfaction, and manage a team to enhance operational efficiency.

Responsibilities:

• Own end-to-end operations for designated CX pillar(s): set strategy and quarterly plans, define and track KPIs (e.g., CSAT, AHT, FCR, contact rate, cost per contact), and consistently meet or exceed SLAs
• Lead, coach, and develop a team of 2 direct reports; establish clear goals, operating rhythms, and career development plans that raise the bar on execution and results
• Drive vendor performance across our BPO network in partnership with Vendor Managers: workforce planning, staffing and coverage, QA, calibrations, playbooks, and performance reviews that deliver high-quality outcomes
• Partner with Product Ops, Engineering, Design, and Support to scope, prioritize, pilot, and launch product and process changes; run experiments and measure impact to reduce contacts and improve customer experience
• Build and maintain dashboards and reporting that power weekly business reviews; use data to diagnose root causes, size opportunities, and recommend action with clear ROI
• Lead incident management and root cause analysis for spikes or defects; implement corrective actions and preventive controls, and communicate updates to stakeholders
• Institutionalize continuous improvement through SOPs, training, and change management; champion standardized workflows that scale across geographies and channels

Requirements:

• 6+ years of experience in customer experience/support operations, service delivery, or program management within technology, e-commerce, marketplace, or BPO environments
• 2+ years of people management experience with direct reports, including hiring, coaching, and performance management
• Proven experience overseeing vendor/BPO operations with responsibility for SLAs, QA, workforce management, and capacity planning
• Proficiency with data analysis, including SQL for querying operational data and building dashboards in tools such as Looker or Tableau; advanced Excel/Google Sheets skills
• Demonstrated track record partnering with Product/Engineering to launch automation or tooling that reduces contact rate and improves CSAT
• Excellent communication and stakeholder management skills, including leading weekly/monthly business reviews and driving alignment across cross-functional teams
• Bachelor's degree in Business, Operations, Engineering, or a related field, or equivalent practical experience
• Experience managing multi-site BPO networks across US, nearshore, and offshore locations
• Background in on-demand marketplaces, logistics, grocery, or retail customer support
• Lean Six Sigma Green Belt (or comparable continuous improvement training) with a history of measurable process improvements
• Hands-on experience with CRM and telephony platforms (e.g., Zendesk, Salesforce Service Cloud, Talkdesk, Amazon Connect) and QA tooling
• Experience building new workflows from 0 to 1, including SOPs, training, and change management to scale operations
• Comfort designing and interpreting experiments (e.g., A/B tests) to inform product and process decisions