Customer Experience Operations Manager (Pillar Lead)
About the role
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