We're transforming the grocery industry

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together. 

Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.

OVERVIEW

The Product Operations Manager, Enterprise & Ads will work cross functionally to own change management being driven by business development and product, drive the feedback loops to support continuous improvement, and be the voice of retail customers, their end-consumers and Care.

Additionally, the role will gain a deep understanding of key operational areas to ensure our partners in other parts of the business understand and support both business and Customer needs.

ABOUT THE JOB

In this role, you will:
Establish a rhythm of product development updates and voice of customer insights that resonate with retail partners
  • Surface key insights and make their impact obvious across the organization to support continuous improvement
  • Monitor key touch points that are critical for product and customer success
  • Drive new opportunities to improve our Enterprise products by delivering customer experience insights that resonate with product and partner-facing teams
  • Maintain regular cadence of internal- and external-facing communications of readiness and customer experience impact of product launches
  • Leverage various data sources to generate compelling insights and operationalize new reporting processes
  • Effectively present insights and influence outcomes with key stakeholders at all levels to support meaningful impact to Instacart’s business (e.g., Product, Business Development, Operations, Engineering, Legal, Executives and other cross-functional teams)
Drive the end-to-end execution of Care readiness projects and identify improvement opportunities in our products and services
  • Partner with Product and Enterprise leaders to advance strategic areas and scale processes to reach business objectives and desired outcomes
  • Leverage project management skills to ensure functional stakeholders are aligned on key objectives for product changes and new retailer launches and are equipped with knowledge, processes and tools to execute work successfully
  • Advise partner teams on Care feasibility of retailer-specific initiatives throughout the entire product and retailer life cycles
  • Facilitate intake of product requests from internal and external partners, develop opportunity maps, and surface customer experience insights, and close the loop
  • Liase with cross-functional leaders to ensure we deliver seamless end-to-end customer experiences felt across our four-sided marketplace
  • Represent Care as needed during key interactions with enterprise customers and retailers, including during the contract negotiation phase
  • Optimize feedback loops and drive operational excellence by continuously establishing and tracking project success metrics, improving processes, refining playbooks, and minimizing redundant efforts

ABOUT YOU

  • BA/BS degree with 6+ years of operations strategy, product management, business consulting, finance, customer success or similar analytical roles
  • 4+ years of cross-functional project management and leadership experience
  • Flexibility and ability to operate seamlessly in a fast-paced, agile environment
  • Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
  • Experience with and strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders
  • Ability to leverage data to inform and support critical decisions with 2+ years of experience of SQL and advanced querying skills (experience working in and with Customer Support data is a plus)
  • Previous experience working with and impacting user experience; B2B and/or B2B2C product experience preferred
  • Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
  • Ability to foster collaboration and facilitate teamworK
  • Highly motivated self-starter with a desire to grow and learn

#LI-Remote

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.

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At Instacart, we like to think of ourselves as a potluck—where everyone brings something new, different, and flavorful to the table. We believe our team’s wide range of perspectives, experiences and backgrounds enable us to build a better product for our customers. Instacart is for everyone, and we’re committed to fostering diverse and inclusive teams that reflect the communities we serve.

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