Instacart
Instacart is a North American leader in online grocery delivery.
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City Operations Manager, Toronto at Instacart

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We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Introducing Our Hybrid Working Model

As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work.  Learn more about our flexible approach to where we work.

OVERVIEW

About our Regional Operations team:

The Regional Operations team drives success through local insights and execution, and promotes engagement for all shoppers by working locally to build relationships, understand and address local needs, and support shoppers in serving their customers.  Regional Operations works hand-in-hand with other teams to foster a pro-shopper culture and acts as a local partner to multiple cross-functional teams.

Highlights:

Operations is core to Instacart’s success, and as such, our team moves fast and thrives on solving difficult problems. As a City Manager, you’ll drive success and engagement for all shoppers by working locally to build relationships, understand and address stakeholder needs, and act as the operations leader and point of contact for the geography. You will support our Full Service Shoppers, partner closely with retail partners, and drive initiatives that contribute directly to our most important company goals. Depending on the area, you may also manage a team of Site Managers who are responsible for managing in-store shoppers.  Our City Managers have a tenacious appetite for driving operational excellence while challenging the status quo.  

ABOUT THE JOB

  • Lead local strategy – Create and implement operational strategy to win with all relevant stakeholders including shoppers, customers and retailers
  • Be an incredible partner – Work with our Operations, Product, Engineering, Business Development, Legal and HR  teams to build consensus and execute with precision
  • Act like an owner - Achieve growth and profitability goals by diagnosing and resolving challenges swiftly, and seeing around corners to identify problems proactively
  • Try new approaches – Use a data-driven approach and marketplace knowledge to identify improvement opportunities, run tests, and continuously improve our best-in-class user experience
  • Your role will directly support the efforts of thousands of Full Service Shoppers in your area to ensure flawless service delivery to our customers daily
  • You are the face of Instacart to thousands of our shoppers, and will need to balance multiple tasks and competing priorities each day to ensure you are visible to our teams.
  • Help build and execute programs to engage and support all Shoppers in your region
  • Act as your area’s regional SME and work collaboratively with other operational pIllars on shopper-facing product rollouts and initiatives
  • Responsible for all area store metrics and KPIs for in-store shoppers, including: shopper efficiency, quality, staffing, overage, underage, and many others
  • Support your team in building their skills and advancing their personal development goals
  • Contribute to regional growth through identifying new coverage areas and shopper acquisition strategies
  • Develop and manage relationships with the managers of your partner stores
  • Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, data-driven mindset
  • Support local Market Managers and regional General Managers on impactful projects for continued operating efficiency and growth. 
  • Maintain a high emotional intelligence and ability to work with, coach, and manage a diverse workforce
  • Provide an operational perspective to teams at HQ including logistics and community operations to ensure best practices and protocols.
  • Most city managers spend anywhere between 15-30% of their time in the field (at retail locations, community events, and more)

ABOUT YOU

  • Bachelor’s Degree or equivalent work experience
  • At least 2 years of people management experience
  • Background in operations, finance, consulting, or a similar role at a tech company
  • Strong communication skills, can effectively communicate at the corporate and retail level
  • Ability to query and analyze data in order to support a data-backed, quantitative approach to decision making
  • Comfortable working in a fast-paced and self-motivated environment, enjoys autonomy
  • Experience guiding creative solutions to complex problems
  • High attention to detail and strong execution skills
  • Comfortable with the tools of the trade (eg. Excel, Google Drive)
  • Strong critical thinking ability in technical & non-technical issues
  • Positive attitude and fortitude to work through ever-changing and dynamic operational conditions

Bonus if you…

  • Have advanced experience with Excel
  • Knowledge and experience with SQL and/or Tableau
  • Exposure to P&L ownership, finances
  • Lean/Six Sigma Certification

#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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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
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What are Instacart Perks + Benefits

Instacart Benefits Overview

Health & Wellbeing
At Instacart we offer generous employer contributions to healthcare for comprehensive medical, dental, vision and mental health. From flu-shot clinics to “take what you need” time off, we provide a holistic approach to supporting our employees' physical and emotional well being.

Family
We believe in supporting every parent within the Instacart family. Paid parental leave, flexible schedules, a grocery credit, and sweet baby swag are offered to new parents. We aim to support parents returning to work with on-site Mother’s Rooms, our Parents @ ERG, and events like Bring Your Child to Work Day.

Food
We donut take food (or food puns) lightly at here Instacart. From giving all employees a free Instacart Express membership to celebrating milestones and cultural heritage months with food, to hosting a monthly AMA with our CEO called "the Scoop" (featuring scoops of ice cream), food is baked into our daily lives.

Culture
Volunteer in local community
Our social impact program, Instacart Serves, aims to nourish our communities by helping to remove barriers to food access and enrich the lives of our communities through an annual volunteer week.
Partners with Nonprofits
Instacart is committed to supporting the communities we serve and we are proud to team up with our giving partner Feeding America to combat food insecurity.
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
We require all Instacart employees to complete a mandatory unconscious bias training. Our employee resource groups have also partnered together to launch a diversity and training program.
Diversity Employee Resource Groups
At Instacart, we have five active Employee Resource Groups (ERGs): Nightshades (our Black ERG), Rainbow Carrots (our LGBTQ+ ERG), Saźon (our Latinx ERG), [email protected], and [email protected]
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 12 weeks of paid parental leave for employees who become parents (through birth, adoption, or foster care) to support them and their families as they take on their new role as a parent.
Flexible Work Schedule
As a company, we’ve adopted a set of guidelines for managers to help accommodate caregivers on their teams including offering flexible schedules and extra time blocks throughout the day.
Family Medical Leave
Adoption Assistance
We provide Family Planning benefits for all types of families, including but not limited to fertility planning, surrogacy support, adoption services, care navigation, and reproductive technology.
Company sponsored family events
We partner with our [email protected] community to host virtual events and programming for families such as cooking classes, arts and craft kits delivered, and magic shows over Zoom.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Relocation Assistance
Home Office Stipend for Remote Employees
We have a $600 stipend for outfitting your home office, as well as monthly phone & internet reimbursement.
Professional Development Benefits
Job Training & Conferences
We offer free Udemy subscriptions for every employee to allow them to develop new skills and foster existing ones by enrolling in a wide array of courses. We also have a dedicated L&D Team.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our programming and benefits are constantly evolving to meet the needs of our growing team. We introduce new benefits each year, and add new programs to celebrate cultural heritage, give back to the community, and celebrate our teams.

Our Instacart Serves social impact program is one of the most active across the company. We aim to nourish our communities by helping to remove barriers to food access and enriching the lives of our communities through an annual volunteer week of service, grocery donations, disaster relief, and giving campaigns.

The Instacart Serves program focuses support across 3 main areas:

- Food Insecurity: The majority of our philanthropic support is dedicated to helping to remove barriers to food access and hunger relief with our primary giving partner, Feeding America. We recognize that food insecurity disproportionately affects diverse communities and we also work to raise awareness for this growing inequity.

- Supporting Traditionally Marginalized Communities: We are committed to standing up for injustice and equity, supporting organizations that challenge economic justice, and uplifting traditionally marginalized communities.

- Disaster Relief: In the event of natural disasters which severely impact the communities we serve, we provide disaster relief through financial or grocery donations to centers and organizations supporting evacuees and first responders.

An Insider's view of Instacart

What’s the vibe like in the office?

Family—its what I think of when someone asks me about the Instacart Finance team. It is ACCR-UAL world out there but all of us have each other’s back!

Sachin

Payroll Manager

What does your typical day look like?

Our team is hyper-focused on delivering value to our enterprise customers. We are shaking up the grocery industry and every day brings a new challenge. There's never a dull moment on the technical delivery team!

Nicola

Technical Project Manager

How has your career grown since starting at the company?

Instacart has given me the opportunity to grow my career significantly over the last 5 years. I started as an In-store shopper, became a Shift Lead, was promoted to Site Manager. Eventually, I transitioned into a new role on my current team at HQ and am expanding my coding skills with Carrot University, our internal coding bootcamp.

Annabel

Shopper Community Lead, Field Operations

How do your team's ideas influence the company's direction?

"I love being a part of the Care team because we genuinely care about the customers that use our platform and our employees who work hard to ensure a great experience. I get to play an integral role in helping us turn our Care vision into reality."

Kiha

Human Resources Director, Care

What are some things you learned at the company?

As a large company that is growing quickly, there is still a huge appetite for trying new things; in fact, it's the expectation. There is no 'cookie-cutter' approach.

Tonci

Senior Technical Recruiter

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