Senior Program Manager, Quality Assurance
About the role
Overview
We are seeking a highly motivated program manager who is also a hands-on data analyst to operate the Quality Assurance program for Instacart’s global Customer Experience organization. This role is equal parts program management and analytics. You will own the operating rhythm of the QA program — cadences, service-level agreements, and cross-functional commitments — and you will personally build the dashboards, reporting, and analyses that turn raw audit data into insight the business acts on. This role requires excellent time-management, effective communication skills for engaging with stakeholders at all levels, strong SQL and dashboarding skills, and a passion for translating signals into measurable action.
The Quality Assurance team within Customer Experience is responsible for ensuring every customer, retailer, and shopper interaction meets the bar we set for the global CX organization. We operate the feedback loop that turns support interactions into measurable improvements across the business: we evaluate quality across every channel, analyze trends and outliers to provide early warning, and route every signal to a named owner across five action workstreams (performance management, learning and development, automation, process, and product feedback). By fostering strong cross-functional partnerships with Product, Engineering, Operations, Legal, and L&D teams, we drive both quality and efficiency outcomes for CX.
This role reports to the Sr. Manager, Quality Assurance, who oversees the QA strategy and execution across all CX pillars. The Senior Program Manager will work closely with Performance Management, Learning & Development, Automation Engineering, Operations, Policy, Product, and the broader Analytics organization at Instacart.
About the Job
This role focuses on utilizing audit data and program management discipline to drive quality, efficiency, and contact-prevention outcomes across Customer Experience — spanning everything from the live customer interaction to executive reporting on business impact.
- Program Operations: Operate the QA cadences end-to-end — daily anomaly standups, weekly quality reviews, monthly business reviews, and quarterly rubric calibration sessions. Maintain meeting hygiene: agendas, decisions logged, action items assigned with clear owners and due dates.
- Actions Tracker & SLA Governance: Manage the central tracker that captures every quality signal raised and routes it to a named owner across five action workstreams (performance management, learning and development, automation, process, and product feedback).