About this role
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
Instacart's SVS team takes data-driven, customer-first approaches to ensure we are compliant with all local, state, and federal regulations related to grocery fulfillment. In this role, you will be responsible for executional excellence as an individual contributor with a focus on operationalizing indirect support for a multi-sided marketplace.
You will act as the point of contact for day-to-day operations with internal specialists and third party vendors by providing guidance and training to drive performance outcomes, engagement and service quality.
The Specialized Vendor Service Team is part of Instacart Operations and is focused on scalable solutions for indirect consumer, shopper and retailer support. We enable efficient and effective scaling through operational support, quality assurance, and strategic resource management.
About the Job
- Subject matter expert for one or more key operational program areas. You will be a resource for ensuring junior staff members understand how to execute consistently to achieve program goals
- Contribute to, or, co-lead initiatives and project management efforts with clear objectives, deliverables, and timelines for cross-functional teams to navigate discussions and follow-up updates
- Driving KPIs and Service Level Agreements (SLAs): Data Gathering, Organizing, and Review to identify performance trends and to make recommendations regarding internal and vendor operations
- Benchmarking: Establishing processes for new workflows and leveraging automation and AI technology to drive improvement in existing workflows to achieve operational goals
- Create & maintain detailed documentation of operational processes and metrics
- Work with vendor partners to execute, improve, and maintain day-to-day tasks
- Execution of day-to-day operations to ensure a high level of quality and efficiency
About You
Minimum Qualifications
- 2-4 years of professional experience, ideally in a fast-paced office environment in the technology industry
- This role requires Sunday availability, with occasional Weekend and/or Holiday availability
- Ability to connect performance outcomes with KPIs and SLAs
- Ability to execute consistently with a high degree of accuracy and attention to details
- Operate with a high degree of confidentiality
- Positive attitude and fortitude to work through ever-changing and dynamic operational conditions
- Ability to multitask, organize, and work with changing priorities
- Demonstrates strong verbal and written communication and comfortably gives and receives clear, constructive feedback to support continuous growth.
Preferred Qualifications
- Functional competency (academic or professional background) in any of the following: project management, computer science, artificial intelligence
- Familiarity with SQL
- Experience using project management tools such as Jira, Smartsheets, Confluence or similar
#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.
Other facts
About Instacart
Instacart, the leading grocery technology company in North America, works with grocers and retailers to transform how people shop. The company partners with more than 1,500 national, regional, and local retail banners to facilitate online shopping, delivery and pickup services from more than 85,000 stores across North America on the Instacart Marketplace. Instacart makes it possible for millions of people to get the groceries they need from the retailers they love, and for approximately 600,000 Instacart shoppers to earn by picking, packing and delivering orders on their own flexible schedule. The Instacart Platform offers retailers a suite of enterprise-grade technology products and services to power their e-commerce experiences, fulfill orders, digitize brick-and-mortar stores, provide advertising services, and glean insights. With Instacart Ads, thousands of CPG brands – from category leaders to emerging brands – partner with the company to connect directly with consumers online, right at the point of purchase. With Instacart Health, the company is providing tools to increase nutrition security, make healthy choices easier for consumers, and expand the role that food can play in improving health outcomes. For more information, visit www.instacart.com/company.
What you'll do
- You will be responsible for executional excellence as an individual contributor, focusing on operationalizing indirect support for a multi-sided marketplace. This includes acting as the point of contact for day-to-day operations with internal specialists and third-party vendors.
Ready to join Instacart?
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