Director, Product Operations at Instacart

| San Francisco
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OVERVIEW

The scope of the Product Operations team is to improve the user experience with our products. They do this by ensuring the Care organization is ready and equipped to support new products that are released and providing the Product and Engineering organizations insights around contact types, contact volumes and root causes for contacts in an effort to reduce overall contact volume.  The product operations associates you will manage collaborate closely on newly released products & features to help project manage the key aspects of the launch (milestones, testing, insights). The associates are also responsible for understanding the quality & user experience for our products globally. In this capacity, your team will partner & integrate closely with Product Managers & Engineering to bring an operational & support mindset to product development.

Instacart is looking for a Director, Care Product Operations to join the Care Leadership team. The team works directly with Product, Engineering, Support, & Operations to ensure the products we release to our community are delightful & of high quality and that Care is adequately prepared to support our Customers. The ideal candidate is an experienced people manager who loves to coach & develop team members aligned to their strengths & who will be an energetic, passionate & strategic voice on our Product Operations team as well as a voice on the Care Leadership Team. In this role, you'll oversee the team that supports several different Product Management teams.

ABOUT THE JOB 

  • Partner closely with Product, Engineering, Care, and Field Operations to manage the effective testing and rollout of strategic new products and features
  • Harvest deep actionable insights from customers and shoppers to ensure your team keeps the pulse on the most pressing needs of the business and share with the relevant business partners. The insights your team surfaces will help shape roadmaps across the company. 
  • Effectively recruit, acquire amazing talent, & build a high performing team
  • Leverage your strong analytical skills to develop impactful recommendations on upstream product, process, or policy improvements that will optimize the customer & shopper experience, reduce costs, & enable growth
  • Be the voice of our customers and shoppers in cross-functional strategy discussions. You will align with the leaders from Product Management, Design, Engineering, Operations, and Data Science
  • Manage your team of Product Ops Associates to set goals, help prioritize, & remove blockers in order to empower them to do their best work & effectively leads product/feature rollouts
  • Effectively coach and develop the strengths plus improvement opportunities for everyone on your team. Guide and provide resources they need to develop
  • Drive collaboration and standardization across Product Ops team with systems, templates & best practices
  • Instill a strong Product Ops culture, & help everyone connect to our larger mission
  • Have a strong understanding of Contact Center operations and business metrics

ABOUT YOU 

  • 5+ years of experience working in tech, consulting, project/program management or an operational capacity
  • 5+ years of people management experience
  • 3+ years of experience with product or consumer operations
  • Understanding of Support Operations business metrics (SLA, AHT, CR, etc.)
  • Ability to easily transition between strategic thinking/planning to implementation/tactics
  • Ability to set and communicate an inspiring vision and get things done
  • Exceptional communication skills, including written, verbal, visual, & presentation communication.You should have experience communicating with multiple levels of an organization
  • Experience working with Product teams, including Product Managers, Engineers, Designers
  • Entrepreneurial mindset with a strong bias towards action
  • Travel 10 - 15% 

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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, flexible schedules, 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
Volunteer in local community
Our social impact program, Instacart Serves, aims to nourish our communities by helping to remove barriers to food access and enrich the lives of our communities through an annual volunteer week.
Partners with Nonprofits
Instacart is committed to supporting the communities we serve and we are proud to team up with our giving partner Feeding America to combat food insecurity.
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
We require all Instacart employees to complete a mandatory unconscious bias training. Our employee resource groups have also partnered together to launch a diversity and training program.
Diversity Employee Resource Groups
At Instacart, we have five active Employee Resource Groups (ERGs): Nightshades (our Black ERG), Rainbow Carrots (our LGBTQ+ ERG), Saźon (our Latinx ERG), [email protected], and [email protected]
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 12 weeks of paid parental leave for employees who become parents (through birth, adoption, or foster care) to support them and their families as they take on their new role as a parent.
Flexible Work Schedule
As a company, we’ve adopted a set of guidelines for managers to help accommodate caregivers on their teams including offering flexible schedules and extra time blocks throughout the day.
Family Medical Leave
Adoption Assistance
We provide Family Planning benefits for all types of families, including but not limited to fertility planning, surrogacy support, adoption services, care navigation, and reproductive technology.
Company sponsored family events
We partner with our [email protected] community to host virtual events and programming for families such as cooking classes, arts and craft kits delivered, and magic shows over Zoom.
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
Home Office Stipend for Remote Employees
We have a $600 stipend for outfitting your home office, as well as monthly phone & internet reimbursement.
Professional Development Benefits
Job Training & Conferences
We offer free Udemy subscriptions for every employee to allow them to develop new skills and foster existing ones by enrolling in a wide array of courses. We also have a dedicated L&D Team.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our programming and benefits are constantly evolving to meet the needs of our growing team. We introduce new benefits each year, and add new programs to celebrate cultural heritage, give back to the community, and celebrate our teams.

Our Instacart Serves social impact program is one of the most active across the company. We aim to nourish our communities by helping to remove barriers to food access and enriching the lives of our communities through an annual volunteer week of service, grocery donations, disaster relief, and giving campaigns.

The Instacart Serves program focuses support across 3 main areas:

- Food Insecurity: The majority of our philanthropic support is dedicated to helping to remove barriers to food access and hunger relief with our primary giving partner, Feeding America. We recognize that food insecurity disproportionately affects diverse communities and we also work to raise awareness for this growing inequity.

- Supporting Traditionally Marginalized Communities: We are committed to standing up for injustice and equity, supporting organizations that challenge economic justice, and uplifting traditionally marginalized communities.

- Disaster Relief: In the event of natural disasters which severely impact the communities we serve, we provide disaster relief through financial or grocery donations to centers and organizations supporting evacuees and first responders.

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