The opportunity
We are seeking a Program Manager to orchestrate how Instacart responds to its most critical escalations, including executive-raised issues and issues from our most strategic retail partners. When something is urgent, ambiguous, and spans multiple teams, you bring clarity, drive…
What you'll do
Run the escalation operating rhythm end to end: daily case review, weekly escalation review, monthly business review, and quarterly calibration of severity criteria.
Keep meeting hygiene tight: agendas, decisions logged, and action items assigned with named owners and due dates.
Manage a central tracker that captures every escalation signal and root-cause: action and routes each to a named owner.
Publish and drive SLAs, and report adherence, escalation cycle time, and: signal-to-action lag to leadership weekly. [Targets to be set]
Define and maintain risk-detection signals that support early intervention.
Design recovery paths for known risk vectors, so issues are resolved before users have to escalate.
What they're looking for
- Identify and size the frequency and impact of patterns across escalations,: and turn them into effective solutions that reduce repeat issues.
- Drive cross-functional execution with Product, Engineering, Operations, and: the rest of Customer Experience so every signal has a destination, every action has an owner, and every outcome is measured.
- Write SQL queries to investigate spikes, isolate root causes, and answer: ad-hoc questions from CX, Product, and Operations leaders.
- Build and maintain dashboards and automated reporting tracking escalation: volume, time to resolution, recurring themes, SLA adherence, and partner impact.
