Senior Product Manager, Agentic Foundations
About the role
Overview
Instacart’s Customer Experience (CX) Platform powers how we support tens of millions of customers and hundreds of thousands of shoppers across a complex marketplace. We’re building an AI-native, vendor-agnostic, API-first orchestration platform that delivers world-class support at scale—and we’re hiring a Senior Product Manager to lead the Agentic Foundations that make this vision real.
You will join the Application Platform team and partner closely with engineering, design, data science, and customer support operations in a highly collaborative, fast-moving environment. With a cross-functional group of about 20 teammates, you’ll define the foundational APIs, data models, knowledge systems, and agent harnesses that enable both human and AI agents to resolve issues quickly, consistently, and reliably.
About the Job
- Own the Agentic Foundations vision, strategy, and multi-year roadmap; define a north star for an AI-native CX foundation—vendor-agnostic, API-first, and policy-consistent—while setting quantified targets for self-serve resolution rate, agent handle time, and platform reliability.
- Design and scale the API and data foundation that powers every CX surface, including structured APIs for refunds, cancellations, credits, redelivery, identity, order actions, a unified contact/case data model, and a policy engine that ensures consistent outcomes across channels.
- Modernize the Agent Knowledge Base for an LLM-first world by establishing structure, governance, lifecycle, semantic retrieval, and citation patterns—closing the loop between policy, knowledge, and resolution behavior through continuous feedback mechanisms.
- Champion a vendor-flexible, AI-native architecture so switching or layering new AI harnesses is a configuration change—not a multi-quarter migration—enabling rapid experimentation and resilience.
- Define and own platform KPIs (e.g., API coverage, latency, reliability, percent of CX operations exposed via standardized APIs, time-to-integrate a new surface) and translate them into business outcomes (self-serve resolution rate, AHT, cost per contact).
- Partner across engineering