Market Manager, Regional Operations
We're transforming the grocery industry
Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together.
Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.
OVERVIEW
Instacart Operations is seeking a Market Manager for the Regional Operations team.
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 Market 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 market, you may also lead and manage a team of Site Managers who are responsible for directly managing in-store shoppers. Our Market Managers have a tenacious appetite for driving operational excellence while challenging the status quo, and developing world-class teams.
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What you’ll love about this role...
- 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
ABOUT THE JOB
- Lead and manage a team of Area Managers who directly support the efforts of thousands of full service shoppers in your market, as well as leading and managing a team of Site Managers, in select markets, who oversee groups of Shift Leads and In-Store Shoppers to ensure flawless service delivery to our customers daily
- Identify opportunities and work cross-functionally to build and execute programs to engage, recognize and support all shoppers in your market
- Identify operational opportunities and inefficiencies to help improve and ideate new processes
- Develop and represent shopper-focused insights to inform broader critical initiatives of shopper pain points in your markets
- Monitor and influence relevant marketplace metrics for shoppers in your area of responsibility
- Act as your market’s regional SME when collaborating with other operational pillars on shopper-facing product rollouts and initiatives
- Own all market-specific 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 support retail partner relationships at the local and regional level
- Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, data-driven mindset
- Initiate and lead processes to ensure qualified applicants join our shopper community
- Lead projects and support regional General Managers on priority initiatives for continued operating efficiency and growth. Serve as a SME and contributor on national initiatives
- 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.
- Market Managers spend anywhere between 10-20% of their time in the field (at retail locations, community events, and more)
ABOUT YOU
We rely on our values to guide our decisions: “Solve for the Customer”, “Every Minute Counts”, “This is Your Baby”, “Go Far, Together” and “Of Course, But Maybe”.
What does this mean for your role? We are looking for someone who has:
- Bachelor’s Degree or equivalent work experience
- At least 2 years of formal 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
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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.