Senior Project Manager, CX PMO
About the role
Overview
Every day, millions of customers and shoppers count on Instacart to deliver — literally. Behind that experience is a Customer Experience organization moving at incredible speed, scaling new capabilities, and rebuilding how support works in an AI-first world. The CX PMO is the engine that makes that work happen on time, on scope, and with the rigor it takes to land outcomes that matter.
As a Senior Project Manager on the CX PMO team, you will lead end-to-end delivery of large and extra-large strategic initiatives across the Customer Experience organization — including Hero Projects and the AI Foundational Initiatives that are reshaping how the PMO operates. You'll operate with significant autonomy, applying professional judgment to ambiguous, interconnected challenges that don't have a clear playbook. You'll partner closely with Senior Managers, Directors, and VP-level stakeholders across CX, Product, Engineering, and Tech Governance, and you'll play a key role in scaling how the PMO works as we build the next generation of AI-enabled operating capabilities.
About the Team
The Instacart CX Project Management Office (PMO) is the operating backbone of Customer Experience at Instacart. We lead the initiatives that shape how CX scales — from Hero Projects that move millions of customer and shopper interactions to the AI foundational work that's redefining how PMOs operate. We partner across CX, Product, Engineering, and Tech Governance to bring structure, alignment, and accountability to workstreams that range from medium complexity to extra-large, cross-functional programs.
We're a small team carrying enterprise-level scope. We move fast, sweat the details, and care deeply about getting the work right — because the work directly shapes the experience for the customers and shoppers we serve. We're now scaling our office to support a growing portfolio of Hero Projects and AI foundational work that will fundamentally change how PMOs operate at Instacart.
About the Job
- Hero Project Ownership: Lead end-to-end delivery of Hero Projects and other L/XL initiatives — owning requirements gathering, planning, cross-functional execution, change management, and closure. Make judgment calls on scope, sequencing, and trade-offs across interconnected workstreams.
- AI Foundational Initiatives: Drive the strategic initiatives that build, scale, and operationalize the PMO's AI-enabled operating model — including intake automation, capacity planning, portfolio dashboards, and