Care Project Manager
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
The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience. The Care team is looking to bring on a Project Manager who will oversee large scale initiatives that help deliver the tools, products, and processes that allow our support community to provide our end users with the best possible experience.
As Project Manager of Care, you will manage critical projects that will shape the future of Instacart’s Care organization. This role is ideal for a natural leader who loves driving change. The role is based in our Atlanta office with 10-15% travel required.
ABOUT THE JOB
- Manage global initiatives to scale and support the growing Care workforce
- Deeply understand the architecture and integration points of Instacart’s community support processes, products and policies
- Manage technical project planning processes including analysis, documentation, requirements gathering, scoping, prioritization, change management, and closure.
- Work with cross-functional partners to improve the community support experience on our existing suite of products
- Partner with cross-functional teams such as Product, Engineering, and outsourced vendors to lead or contribute to large scale, strategic projects as well as solve ongoing operational problems at scale
- Track and analyze key operational metrics to deeply understand the support ecosystem and help determine where to focus optimization efforts
- Use problem solving skills to resolve large and complex business problems
ABOUT YOU
- Bachelor's degree or 5+ years of work experience
- Experience working in a startup technology company or consulting firm
- Experience in managing matrixed and geographically dispersed teams and vendors (on-shore, off-shore and near-shore)
- 2+ years of experience working in an Operations, Analytics, Product, Engineering, Consulting, Project Management or equivalent team
- 2+ years of experience initiating and driving projects to completion with minimal guidance
- 2+ years of experience doing business process analysis
- Experience communicating results of technical analyses with non-technical partners and leadership teams to influence the strategy of those teams
- Experience working with Project Management tools (especially in Jira)
PREFERRED QUALIFICATIONS:
- Experience working with data visualization tools (e.g. Tableau, Periscope)
- 2+ years experience using SQL queries
- Agile / Scrum certification
- Resource Management experience
- Experience with Lean or Six Sigma methodologies
#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.