Senior Project Manager, CX PMO

Instacart

15h•$122,000 - $155,000•Remote

About The Position

Every day, millions of customers and shoppers count on Instacart to deliver — literally. Behind that experience is a Customer Experience organization moving at incredible speed, scaling new capabilities, and rebuilding how support works in an AI-first world. The CX PMO is the engine that makes that work happen on time, on scope, and with the rigor it takes to land outcomes that matter. As a Senior Project Manager on the CX PMO team, you will lead end-to-end delivery of large and extra-large strategic initiatives across the Customer Experience organization — including Hero Projects and the AI Foundational Initiatives that are reshaping how the PMO operates. You'll operate with significant autonomy, applying professional judgment to ambiguous, interconnected challenges that don't have a clear playbook. You'll partner closely with Senior Managers, Directors, and VP-level stakeholders across CX, Product, Engineering, and Tech Governance, and you'll play a key role in scaling how the PMO works as we build the next generation of AI-enabled operating capabilities.

Requirements

5+ years of project management experience, ideally within a technology, operations, or customer experience organization.
Demonstrated success leading L/XL cross-functional programs end-to-end — including scope definition, dependency mapping, executive reporting, and risk management.
Track record of applying sophisticated problem-solving to ambiguous, interconnected challenges where the path forward isn't pre-defined.
Strong organizational and communication skills, with the ability to synthesize complexity for Director- and VP-level audiences.
Experience creating high-quality project artifacts (charters, project plans, status reports, risk logs, executive updates) and presenting them to senior leadership.
Proven ability to manage dependencies, track milestones, and deliver results on time in a fast-moving, ambiguous environment.
Bachelor's degree in a related field, or equivalent work experience.

Nice To Haves

7+ years of progressive PM experience, including independent ownership of XL cross-functional programs.
Experience working in Customer Experience, SaaS, or e-commerce environments.
Hands-on experience with AI-enabled PM tooling, automation platforms, or scaling PMO capabilities through technology (e.g., Gumloop, Glean, AI copilots, intake automation, capacity planning tools).
Familiarity with project management methodologies (Agile, Scrum, or Waterfall) and tools (e.g., Smartsheet, Asana, Jira, or similar).
Prior experience supporting enterprise-scale system implementations or CX technology rollouts (e.g., Salesforce, Genesys).
Strong stakeholder management skills, with experience influencing senior leaders and driving alignment across competing priorities.
PMP, CSM, or other project management certification.
Experience contributing to or building PMO standards, frameworks, or governance models.
Track record of scaling PMO operations through automation, AI, or process innovation.

Responsibilities

Lead end-to-end delivery of Hero Projects and other L/XL initiatives — owning requirements gathering, planning, cross-functional execution, change management, and closure.
Make judgment calls on scope, sequencing, and trade-offs across interconnected workstreams.
Drive the strategic initiatives that build, scale, and operationalize the PMO's AI-enabled operating model — including intake automation, capacity planning, portfolio dashboards, and the next wave of PM AI capabilities.
Apply sophisticated problem-solving to challenges that don't yet have an established playbook.
Partner with senior leaders across CX, Product, Engineering, Tech Governance, BizSys, Legal, Security, and operational teams (Process, Content, L&D, Quality, WFM, Trust & Safety) to drive alignment, resolve conflicts, and unblock execution.
Build executive-ready decks, written updates, and visualizations that translate complexity for Director- and VP-level audiences.
Own status reporting, metrics, and outcome storytelling — ensuring proper sign-off and visibility from leaders who need it.
Help elevate the team by recommending improvements to PMO standards, frameworks, and best practices — including the operational backbone for how AI scales PM work across the org.
Lead upstream planning before each half starts — ensuring scope, dependencies, and resourcing are locked before execution begins.
Manage dependencies and align resources across teams, influencing senior stakeholders without direct authority to proactively contribute to project success.