Customer Experience Operations Manager (Pillar Lead)

Overview

Instacart’s Customer Experience (CX) Consumer team is focused on delivering effortless support experiences for customers across our marketplace. We are hiring a CX Pillar Ops Manager to own day-to-day operations for one or more consumer support pillars, partnering closely with CX Ops, Vendor Managers, Support Teams, Product Ops, and Business Owners for Instacart Health and Instacart Business. You will manage 2 direct reports and drive measurable improvements in customer satisfaction, contact rate, speed to resolution, and operational efficiency.

This role is ideal for a hands-on operator who enjoys rolling up their sleeves, solving complex problems at scale, and collaborating across functions to ship improvements quickly. You will shape strategy, turn insights into action, and lead continuous improvement that helps our customers, shopper community, and partners. The role is remote across the United States and Canada, with a light preference for candidates near Toronto, Las Vegas, or Atlanta.

About the Job

• Own end-to-end operations for designated CX pillar(s): set strategy and quarterly plans, define and track KPIs (e.g., CSAT, AHT, FCR, contact rate, cost per contact), and consistently meet or exceed SLAs.
• Lead, coach, and develop a team of 2 direct reports; establish clear goals, operating rhythms, and career development plans that raise the bar on execution and results.
• Drive vendor performance across our BPO network in partnership with Vendor Managers: workforce planning, staffing and coverage, QA, calibrations, playbooks, and performance reviews that deliver high-quality outcomes.
• Partner with Product Ops, Engineering, Design, and Support to scope, prioritize, pilot, and launch product and process changes; run experiments and measure impact to reduce contacts and improve customer experience.
• Build and maintain dashboards and reporting that power weekly business reviews; use data to diagnose root causes, size opportunities, and recommend action with clear ROI.
• Lead incident management and root cause analysis for spikes or defects; implement corrective actions and preventive controls, and communicate updates to stakeholders.
• Institutionalize continuous improvement through SOPs, training, and change management; champion standardized workflows that scale across geographies and channels.

About You

Minimum Qualifications

• 6+ years of experience in customer experience/support operations, service delivery, or program management within technology, e-commerce, marketplace, or BPO environments.
• 2+ years of people management experience with direct reports, including hiring, coaching, and performance management.
• Proven experience overseeing vendor/BPO operations with responsibility for SLAs, QA, workforce management, and capacity planning.
• Proficiency with data analysis, including SQL for querying operational data and building dashboards in tools such as Looker or Tableau; advanced Excel/Google Sheets skills.
• Demonstrated track record partnering with Product/Engineering to launch automation or tooling that reduces contact rate and improves CSAT.
• Excellent communication and stakeholder management skills, including leading weekly/monthly business reviews and driving alignment across cross-functional teams.
• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.

Preferred Qualifications

• Experience managing multi-site BPO networks across US, nearshore, and offshore locations.
• Background in on-demand marketplaces, logistics, grocery, or retail customer support.
• Lean Six Sigma Green Belt (or comparable continuous improvement training) with a history of measurable process improvements.
• Hands-on experience with CRM and telephony platforms (e.g., Zendesk, Salesforce Service Cloud, Talkdesk, Amazon Connect) and QA tooling.
• Experience building new workflows from 0 to 1, including SOPs, training, and change management to scale operations.
• Comfort designing and interpreting experiments (e.g., A/B tests) to inform product and process decisions.

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