OVERVIEW

The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience. The Care team is looking to bring on a Customer Engagement Manager  who will own the Customer Experience metrics like CSAT and Customer Retention and work with key stakeholders across different teams and improve the experience of our customers who contact Care. 

This role will report directly to the Director of Customer Engagement within the Care team and will support all initiatives related to customer experience and customer retention for our support audience. Will have 1 or 2 direct reports to start with (and scope for expansion later.)

ABOUT THE JOB 

  • Drive strategic initiatives focused on improving customer experience of our Shoppers 
  • Perform deep dives, root cause analysis and present it to the leadership team and other stakeholders and drive product and process improvements
  • Work closely with our BPO partners as well as our internal care team to drive agent CSAT
  • Work directly with the Care Engagement Program Manager to  design and implement programs that can drive Shopper engagement
  • People leadership of the Customer engagement analysts and Program managers; coaching, skills development, and driving actionable 

ABOUT YOU 

  • Strong project management skills, ability to set strategy and execute
  • Experience creating and delivering reports to leadership
  • Experience in building and executing strategies related to customer loyalty
  • Strong communication, presentation, and people management skills
  • Analytical thinking and ability to make decisions based on insights and analytics
  • Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment
  • Ability to pivot quickly towards changing priorities
  • 6+ years experience in an Operations setting (preferably in a Contact Center)
  • 2+ years of experience managing people directly
  • SQL knowledge and an understanding of statistics is a plus
  • Experience in driving Six Sigma projects is a plus
  • Bachelor’s degree

Additional Qualifications

  • Positive attitude, strong interpersonal skills and ability to form strong professional and working relationships
  • Self-starter who is energetic & enthusiastic, adaptable & customer-oriented
  • Naturally curious, collaborative and passionate
  • Must work well under pressure and be able to meet multiple deadlines simultaneously
  • Fluency in English, with excellent written and verbal communication skills
  • High attention to detail and accuracy
  • Ability to manage and work both independently and as part of a team

 

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Instacart are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.