The opportunity
Instacart's Customer Experience & Operations organization is at the heart of how we support the millions of customers, shoppers, and partners who rely on our platform every day. Within that organization, the CX Technology Programs team is responsible for driving the development…
What you'll do
Own end-to-end planning and coordination for a portfolio of chatbot: automation initiatives spanning both Shopper and Customer support programs, ensuring timelines, dependencies, and stakeholders are aligned across concurrent workstreams.
Drive program execution in an environment where priorities shift and the: roadmap evolves — you'll be the connective tissue between technical teams, operations, and leadership, keeping work moving and risks visible.
Build and maintain the operational infrastructure for the CX Technology: Programs team, including program tracking, status reporting, and cross-functional communication rhythms that give stakeholders confidence in the work underway.
Partner closely with product, engineering, and CX operations teams to scope,: sequence, and launch automation solutions, translating business goals into clear plans with defined milestones and accountability.
Identify gaps, surface blockers early, and propose solutions: this team is currently under-resourced on the planning and coordination side, and you will be stepping in to immediately add structure and move critical work forward.
+ years of experience in program management, technical program management, or: operations program management, ideally within a technology, e-commerce, or customer experience organization.
What they're looking for
- Demonstrated experience managing multiple concurrent programs with: cross-functional stakeholders, including the ability to build and maintain program plans, track dependencies, and communicate status clearly to both technical and non-technical audiences.
- Experience working on or alongside automation, AI, or chatbot technology: programs, with a working understanding of how these solutions are scoped, built, and deployed in an operational context.
- Proficiency with project and program management tools (e.g., Jira, Asana,: Monday.com, or similar) and comfort using data to track progress and communicate impact.
- Proven ability to operate independently and create structure in ambiguous: environments, including stepping into under-resourced programs and quickly establishing clarity and momentum.
