CX Pillar Operations Associate Manager

Instacart • San Francisco, CA

4d • Remote

About The Position

We are seeking a highly motivated and results-oriented CX Pillar Operations Associate Manager to join our team. In this role, you will play a pivotal part in shaping the future of our customer experience by managing the daily operations of a key CX pillar. You will lead a team of skilled professionals, optimize processes, and drive initiatives that enhance customer satisfaction and loyalty. The ideal candidate is passionate about customer service, data-driven, and thrives in a fast-paced, collaborative environment. The CX Shopper Pillar team at Instacart is dedicated to providing the best possible end user experience. We are passionate about understanding end user needs and using data-driven insights to improve processes and drive innovation. We work collaboratively across the organization to ensure that our end users have a seamless and enjoyable experience with Instacart.

Requirements

• Bachelor's degree in a relevant field, or equivalent work experience
• 5+ years of experience in operations, process improvement, project management, or related roles
• Strong strategic thinking and problem-solving skills
• Proven track record of leading and delivering successful projects and programs
• Excellent communication and stakeholder management skills
• Strong analytical skills and proficiency in data analysis tools
• Experience with project management methodologies and tools

Nice To Haves

• Experience developing complex SQL queries
• Customer-centric mindset and passion for driving operational excellence

Responsibilities

• Drive CX Readiness: Evaluate product enablement packages, pinpoint CX readiness needs, and collaborate across teams to ensure proper prioritization and flawless execution.
• Champion Process Improvement: Assess readiness performance and propose enhancements by collaborating with cross-functional peers.
• Spearhead Projects Lead Pillar and CX projects, utilizing project management skills to drive successful outcomes.
• Shape Strategy: Actively contribute to the development and execution of Pillar and Team strategies, aligning them with company goals.
• Collaborate Across Functions: Partner with cross-functional teams in CX, Operations, Business Development, Product, and Engineering to deliver exceptional customer experiences.
• Analyze and Optimize: Collect, analyze, and interpret operational metrics to identify and address bottlenecks and inefficiencies.
• Ensure Timely Delivery: Manage multiple priorities in a fast-paced setting, ensuring effective communication and on-time project completion.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager