Senior Manager, CX Systems

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About The Role

Join our team as an CX Systems Senior Manager, where your expertise in leading high-performing technical operations teams and translating technical requirements into effective automation tools will be pivotal in steering our global contact center operations towards excellence. You'll collaborate closely with leaders and business technology teams to fortify our CRM platform, ensuring a seamless and enhanced experience for both our team and customers. You will manage a team of technology professionals and our Agile process to deliver key changes in our technology across phone, chat and email submission channels. This is your chance to play a key role in shaping the technological backbone that supports our commitment to impressive service delivery.

About The Team

The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else. The CX Systems team serves as a strategic Technical partner for the Instacart business to drive customer delight through personalized customer experiences with intentional, high-energy human support.

About The Job

• Manage the team responsible for technical sprints and tooling maintenance. 
• Keep business stakeholders informed on timelines and progress.
• Develop strong performance standards and drive rigorous improvement across a range of employee levels. Build a strong culture of quality, efficiency and innovation. 
• Analyze CRM, chat & IVR workflows to identify areas for efficiency improvements and implement automation best practices. Design and uphold strict quality control measures for all CRM processes. Monitor performance metrics closely and facilitate collaboration across departments to ensure CRM process alignment.
• Evaluate and enhance current CRM integrations, collaborating with IT to address any issues that arise. Develop strategies to incorporate third-party tools within the CRM system. Ensure smooth data flow between the CRM and other platforms by coordinating with data teams.
• Drive implementations of the CX and Technology roadmap with high-quality implementations and exceptional time management. Influence our technology strategy by identifying shifting trends in the contact center landscape and developing proposals to turn into action. 

About You

Minimum Qualifications

• 6+ years of people management experience
• 3+ years with process improvement in a contact center and/or operations environment
• 5+ years in service technology implementation, maintenance and automation
• Proficiency in Salesforce
• Knowledge of chatbot implementation & management
• Knowledge of telephony and IVR systems
• Experience with running high-performing operations teams
• Experience with quality control practices in CRM environments
• Skill in troubleshooting and resolving CRM integration issues
• Ability to design and implement CRM automation strategies
• Knowledge of data flow management between CRM and other systems
• Experience with third-party CRM enhancement tools
• Experience with CRM-related project management and collaboration across departments

Preferred Qualifications

• Experience with Genesys 
• Track record of successful CRM automation initiatives
• History of facilitating efficiency in contact center operations via CRM solutions
• Proven success in interdisciplinary project management for CRM advancements

#Li-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ$203,000—$225,000 USDWA$194,000—$216,000 USDOR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI$186,000—$207,000 USDAll other states$168,000—$187,000 USD