Support Program Manager, Hardware Operations

Instacart

4h • $122,000 - $153,000 • Remote

About The Position

As a Support Program Manager, you will play a key role in shaping and executing the strategy for Caper Cart maintenance and repair operations. You’ll lead the planning, coordination, and continuous improvement of these initiatives, while driving the scale of our support operations to thousands of carts in the field — ensuring long-term operational success and reliability.

Requirements

• Bachelor’s degree or equivalent work experience
• 5+ years of experience in supply chain, operations, or manufacturing
• Strong program management skills with the ability to manage multiple maintenance related initiatives in parallel
• Demonstrated ability to leverage both quantitative and qualitative data to inform strategy and drive operational improvements
• Strong written communication skills — able to clearly articulate complex operational topics for diverse audiences, including technical teams, leadership, and frontline operators
• Proficient in tools like Google Sheets and ticketing platforms such as Jira, Freshdesk, ServiceNow, or equivalents
• Willingness to travel as needed to support on-site operational needs
• Authorization to work in the US is required. This position is currently not eligible for visa sponsorship

Nice To Haves

• Master’s degree or relevant industry experience
• Experience in developing, planning, or executing maintenance programs
• Experience with building processes for 0 to 1 initiatives

Responsibilities

• Drive the Caper Hardware Maintenance and Repair initiative for the carts in the market, integrating robust categorization of requirements with strategic evaluation of in-sourcing and outsourcing opportunities
• Design and implement a closed-loop system to identify, prioritize, and address maintenance and repair needs within the retailer facilities
• Manage field service operations, ensuring timely planning and coordination of tickets to minimize cart downtime and maximize resolution speed and quality
• Facilitate cross-functional collaboration, proactively addressing dependencies before maintenance activities are initiated
• Develop and maintain the Maintenance and Repair Schedule, partnering closely with the Hardware Deployment team to ensure accountability and on-time execution
• Assess ongoing initiatives and make recommendations for schedule and resource optimization across maintenance, deployment and retrofit workflows
• Lead analytics on maintenance operations, capturing and analyzing trends related to repairs, manpower allocation, ground-time, and non-routine activities in the field to drive continuous improvement opportunities
• Establish and uphold strong operational rigor through documentation—crafting detailed, scalable, and standardized procedures and playbooks for every aspect of the Maintenance and Repair program to drive consistency, efficiency, and ongoing capability building within the team
• Finally be a Flex Player: In this fast paced environment, our priorities can evolve quickly. You must be willing and excited to engage with new and undefined problems with curiosity and a can-do attitude.

What This Job Offers

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