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

As a Senior Program Manager for Voice of Customer, you will understand the Retailer and Advertiser experience, drive feedback loops, and own key customer experience metrics, such as CSAT and retention. From their experience with Care, to their experience with the Instacart product, you will play a key role in amplifying the voice of the customer and driving a customer-obsessed culture. As a member of Product Operations, you’ll partner closely across our team and with Product to provide data-informed recommendations, and advocate for solving customer problems to ensure a seamless experience. You’ll also partner closely with other teams within Care to understand and address customer pain points with Care.

ABOUT THE JOB

  • Perform regular deep dives, root cause analysis and VOC analysis to synthesize and deliver insights to leadership team and key stakeholders
  • Quantify, prioritize, and drive product, tools, content, policy, training, quality, and process improvements rooted in data
  • Develop and drive a prioritized strategic roadmap of initiatives focused on improving the customer experience of our Retailers and Advertisers
  • Manage the development of surveys, analysis, and continuous improvements for the suite of survey tools. This includes survey design and operations, reporting, analysis, and implementing closed loop processes
  • Act as the expert on customer experience metrics, KPIs, and drivers
  • Develop novel ways to measure the experience of our Retailers and CPG partners
  • Monitor and maintain or improve customer survey response rates across channels
  • Create regular, closed feedback loops that bring visibility of Customer Engagement initiatives to leadership team/stakeholders
  • Track the progress of various initiatives and ensure on time completion
  • Advocate for initiatives that materially improve the customer experience
  • Create monthly VOC newsletter(s) and share with teams outside of Care
  • Serve as the subject-matter expert on our Retailer and CPG advertiser’s experience with Instacart
  • Work closely with our retailer and CPG partners to understand gaps in their experience
  • Partner with our specialized support team to drive improvements to agent CSAT
  • Collaborate with our Product Operations, Research and Product teams to highlight customer pain points and drive improvements to our products


ABOUT YOU

  • 7+ years experience in an Operations, Customer Support, Customer Experience and/or Research environment
  • 3+ years working with a Contact Center
  • Expertise in building, administering, and analyzing surveys / survey results
  • Experience working directly with Retailers, CPGs, or an Ads product
  • Experience working with both technical and non-technical teams, with the ability to communicate seamlessly between these audiences
  • Expertise in data integrity, analysis, and visualization
  • Proven success designing and operationalizing effective programs
  • Proven success partnering and influencing cross-functional teams in a matrixed organization
  • SQL knowledge and an understanding of statistics
  • Exceptional written and verbal communication skills at all levels, including senior leadership
  • Bachelor’s degree or equivalent experience

Additional Qualifications
Positive attitude, strong interpersonal skills and ability to form strong professional and working relationships
Self-starter who is energetic, enthusiastic, adaptable, and customer-focused
Naturally curious, collaborative, and passionate
Must work well under pressure and meet multiple deadlines simultaneously
High attention to detail and accuracy
Ability to manage and work independently and as part of a team
Experience driving Six Sigma projects

 

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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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