Care Product Operations Manager at Instacart

| San Francisco
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OVERVIEW

 

The Care Product Operations Manager will work cross functionally to own change management being driven by product, drive the feedback loops to support continuous improvement, and be the voice of Care which includes our customers, shoppers, and retailers.

Additionally, the role will gain a deep understanding of the operational areas that he or she works closely with to ensure the product organization understands and supports both business and Customer needs.

ABOUT THE JOB

  • Establish, drive and continuously improve processes that ensure our customers, shoppers, support, and Care operations teams are informed of and well-prepared for product-driven changes
  • Assure functional stakeholders are aligned on key objectives for product changes
  • Develop operational playbooks to implement product strategy and manage complex projects through execution to excellence
  • Advise product teams on feasibility of initiatives throughout the entire product lifecycle
  • Create feedback channels that ensure problem areas are identified during testing and launch
  • Identify and track success metrics to measure project performance related to product changes
  • Surface key insights and make their impact obvious across the organization to support continuous improvement
  • Develop relationships with and maintain regular communications with key stakeholders throughout the organization
  • Effectively present insights and influence outcomes with key stakeholders at all levels to support meaningful impact to Instacart’s business (e.g., Product, Operations, Engineering, Legal, Executives and other cross-functional teams)
  • Be the voice of our community during product development and performance tracking.

ABOUT YOU

  • BA/BS degree with 7+ years of operations strategy, product management, business consulting, finance, or similar analytical roles
  • 5+ years of cross-functional project management and leadership experience
  • Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
  • Ability to leverage data to inform and support critical decisions with 2+ years of experience of SQL and advanced querying skills
  • Previous experience working with and impacting user experience
  • Power user status in Microsoft Excel/Powerpoint or Google Sheets/Slides
  • Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
  • Experience with and strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders
  • Ability to foster collaboration and facilitate teamwork
  • Highly motivated self-starter with a desire to grow and learn
  • Prior experience working in and with Customer Support data is a huge plus
  • Experience working at a consumer technology company highly desirable
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • GoLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases

Location

Instacart SF (our HQ) is located in the Embarcadero district—a major transit hub with views of the Ferry Building, Treasure Island, and more.

An Insider's view of Instacart

What’s the vibe like in the office?

Family—its what I think of when someone asks me about the Instacart Finance team. It is ACCR-UAL world out there but all of us have each other’s back!

Sachin

Payroll Manager

What does your typical day look like?

Our team is hyper-focused on delivering value to our enterprise customers. We are shaking up the grocery industry and every day brings a new challenge. There's never a dull moment on the technical delivery team!

Nicola

Technical Project Manager

How has your career grown since starting at the company?

Instacart has given me the opportunity to grow my career significantly over the last 5 years. I started as an In-store shopper, became a Shift Lead, was promoted to Site Manager. Eventually, I transitioned into a new role on my current team at HQ and am expanding my coding skills with Carrot University, our internal coding bootcamp.

Annabel

Shopper Community Lead, Field Operations

How do your team's ideas influence the company's direction?

"I love being a part of the Care team because we genuinely care about the customers that use our platform and our employees who work hard to ensure a great experience. I get to play an integral role in helping us turn our Care vision into reality."

Kiha

Human Resources Director, Care

What are some things you learned at the company?

As a large company that is growing quickly, there is still a huge appetite for trying new things; in fact, it's the expectation. There is no 'cookie-cutter' approach.

Tonci

Senior Technical Recruiter

What are Instacart Perks + Benefits

Instacart Benefits Overview

Health & Wellbeing
At Instacart we offer generous employer contributions to healthcare for comprehensive medical, dental, vision and mental health. From flu-shot clinics to “take what you need” time off, we provide a holistic approach to supporting our employees' physical and emotional well being.

Family
We believe in supporting every parent within the Instacart family. Paid parental leave, a grocery credit, and sweet baby swag are offered to new parents. We aim to support parents returning to work with on-site Mother’s Rooms, our Parents @ ERG, and events like Bring Your Child to Work Day.

Food
We donut take food (or food puns) lightly at here Instacart. From giving all employees a free Instacart Express membership to celebrating milestones and cultural heritage months with food, to hosting a monthly AMA with our CEO called "the Scoop" (featuring scoops of ice cream), food is baked into our daily lives.

Culture
Partners with Nonprofits
Feeding America
Friends outside of work
Eat lunch together
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
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