Continuous Improvement Analyst
We're transforming the grocery industry
Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together.
Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.
Solving these problems is what helps our customers get back time in their day, so they can do more of what they love.
Introducing Our Hybrid Working Model
As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work. Learn more about our flexible approach to where we work.
OVERVIEW
Founded in 2012, Instacart is a leader in North American online groceries and one of the fastest-growing companies in e-commerce. Instacart's same-day delivery and pickup services bring everyday essentials and fresh groceries to consumers in the U.S. and Canada in as fast as an hour. At Instacart, we believe that great people are the ingredients for success. We like to think that we are like a potluck, everyone brings something new, different and flavorful to the table. Our mix of thoughtful, inventive and neighborly employees work together to deliver our common goal, to make grocery shopping effortless, and give valuable time back to our customers. We believe that just as meals are best shared together, success is best shared together. If this excites you, then Instacart just might be the place for you. Welcome home.
Our Instacart Care team provides high quality phone, chat, and email support to both our customer and shopper communities. Instacart Care launched its Customer Experience Center in Atlanta and we are looking for a strategic thinker who is passionate about providing world-class service to customers and shoppers. The Process Improvement Analyst will develop, implement, and manage processes and drive improvements to support that impacts the service we provide across the vast Instacart network. You will work directly with leadership to understand the key issues and opportunities for process improvement through data analysis, reporting, and testing.
ABOUT THE JOB
The ideal Continuous Improvement Analyst is the perfect mix of analytical and operational; they are deftly able to use data to tell a story and then drive the operational improvements to move the data in the right direction and give that story a happy ending.
- Design and deploy scalable customer and shopper support processes to drive consistency and quality across all support interactions
- Identify process automation/improvement opportunities and work with cross-functional teams to implement initiatives
- Determine business needs and scalable solutions to solve process issues through observation and analysis
- Lead projects and establish objectives and outcomes to achieve superior process metrics
- Present your findings compellingly to leaders and stakeholders from across the organization using a blend of art and science
ABOUT YOU
We rely on our values to guide our decisions: Solve for the Customer, Every Minute Counts, This is Your Baby, Go Far, Together and Of Course, But Maybe. What does this mean for your role? We are looking for someone who has:
- 2 - 4 years of experience in an analytical and operational role
- Passion for improving processes with creative solutions
- Experience with Lean or Six Sigma
- Experience with SQL or other databases
- Ability to influence leadership internally and externally with vendor partners
- Excellent verbal and written communication skills, including high-level presentation skills
- Data driven approach to problem solving
- Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
- Bachelor’s degree or equivalent
Bonus Points if You Have:
- Certification in Lean or Six Sigma
- Programming Experience
- Startup/entrepreneurial experience
- Contact center experience managing processes
- Proven track record of driving customer satisfaction improvements with vendor partners
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