Senior Process Owner
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
The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process, and product experience.
The ideal Sr. Process Owner will create, document, and manage support processes that impact the service we provide across the vast Instacart network. You will work directly with stakeholders to understand the key issues and opportunities for documentation, standardization, and improvement in support processes to drive clarity and scalability.
ABOUT THE JOB
- Design, document, and deploy clear and scalable support processes that drive consistency and quality across all interactions
- Own reporting, communication, and advancement of process management intake and execution including resolution and response service levels
- Iterate and automate an evolving process management program through JIRA
- Implement best practices in stakeholder management and expectation setting
- Act as a resource for process owners to intake, scope, prioritize, develop, and execute process management requests by guiding individual and programmatic efficiencies
- Develop standards and best practices for auditing customer interactions to inform process creation and documentation
- Advocate for standardization, automation, simplification, bias for action, scalability, and the customer experience in all interactions
- Act as a representative and advocate of process management among internal business partners
- Build upon current change management standards for process changes
- Effectively apply intermediate Six Sigma principles (DFSS, SIPOC, Process Capability) to process creation
ABOUT YOU
- 5 years of professional experience in a tech organization or start-up environment
- 1-2 years of contact center experience
- Passion for standardizing, designing, and documenting processes with creative and scalable solutions
- Ability to effectively influence stakeholders in a matrixed organization
- Excellent verbal and written communication skills
- Analytical, data-driven approach to problem solving
- Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
- Understanding of effective change management strategies in a global organization
- Proven track record of creating and implementing scalable processes, managing projects, identifying risk, and overcoming roadblocks
Preferred
- Experience with SQL
- PMP Certification
- Six Yellow Green Belt Certification
- Experience with data visualization tools like tableau, periscope
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