OVERVIEW

The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, CPG clients and internal stakeholders through direct support and scalable solutions. We are a Customer obsessed, service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through improved automation, process and product experience.

The ideal Director, Process Improvement is a dynamic, strategic and high performing leader who can partner and be the Customer evangelist for Instacart and an asset to the appropriate layers of management across the organization to ensure the Customer is top of mind. The accomplished leader will have demonstrated success in developing and executing strategies and processes that improve the Customer experience. This role works closely with key internal partners across care and other departments to provide and execute on the vision to improve the customer experience utilizing data and tools to solve customer issues. The successful candidate will have proven success in driving operational efficiencies, have strong analytical, financial and strategic skills as well as the ability to build relationships internal and external to Instacart. They will be able to create and prioritize actions, execute processes and measure effectiveness that lead to improved CX results. 

ABOUT THE JOB 

• Provides cross-functional coordination and Lean/Six Sigma subject matter expertise for Care to ensure improvement in key KPI’s
• Works with key stakeholders in planning, organizing, implementing and reviewing process improvement projects
• Creates opportunities for instructional guidance including development and delivery of Lean/Six Sigma training, especially during Kaizen events and other initiatives that require subject matter expertise, to ensure others can lead, champion, and sustain process improvements.
• Communicates with Care Leadership, problems and recommends alternatives for problem resolution.
• Proactively identifies and investigates variances and resolves complex questions/issues that impact multiple areas.
• Initiates, implements, measures, and reports on process improvement projects throughout the Care organization and creates, updates, and trains on documentation for new processes and systems.
• Develops and enhances process improvement metrics, dashboards, and other reporting/monitoring tools as needed.
• Provides guidance to handle difficult and complex problems; works cross-functionally to resolve issues.
• Manage the tactical execution of the continuous process improvement strategy by acting as a project lead and/or sponsor for various initiatives.
• Create process mapping, standard work, and project management documents, including “as-is analysis” and the transition to future state.
•  Develop, train, and mentor others in the use of Lean tools, approaches, and techniques to create a culture of continuous improvement.
• Actively seeks out, supports and drives collaborative thinking and problem-solving skill in driving results, thinking strategically and executing strategy effectively; thinking at an enterprise level; high energy, data driven and focused
• Outline “the service journey” to achieve the customer experience vision, including key benchmarks and measures of success
• Foster a culture of accountability and continuous improvement.

ABOUT YOU 

• Expertise in process improvement with a proven record of developing customer facing strategies which drive internal and external customer satisfaction
• 10 years of project management, planning, business analysis, and leadership 
• College degree or MBA preferred, or equivalent experience
• Experience with leading cross functional teams and reporting out to Senior Leadership 
• PMP Certification 
• Six Sigma Black Belt Certification preferred
• Demonstrated skill in managing people, high EQ, creativity, and a command presence
• Comfortable with team-based work structure; ability to demonstrate flexibility on the job
• A collaborative nature with finesse in developing relationships cross-functionally
• Proven experience delivering measurable improvements to business performance by enhancing
• Capable of streamlining and improving processes, and troubleshooting
• Exceptional interpersonal, networking and verbal and written communications skills
• Ability to handle multiple projects simultaneously in a high-pressure, fast-paced environment
• Travel required 
• Proficiency in Microsoft and Google Suites 

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