Director, Product Operations

| San Francisco
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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% 

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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
More Jobs at Instacart65 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Legal
Marketing
Operations
Product
Project Mgmt
Operations
new
San Francisco
Marketing
new
San Francisco
HR
new
San Francisco
Developer
new
San Francisco
Product
new
San Francisco
Product
new
San Francisco
Operations
new
San Francisco
Finance
new
San Francisco
Finance
new
San Francisco
HR
new
San Francisco
Operations
new
San Francisco
Product
new
San Francisco
Data + Analytics
new
San Francisco
Design + UX
new
San Francisco
Developer
new
San Francisco
Data + Analytics
new
San Francisco
Finance
new
San Francisco
Operations
new
San Francisco
Marketing
new
San Francisco
Developer
new
San Francisco
Product
new
San Francisco
Data + Analytics
new
San Francisco
Data + Analytics
new
San Francisco
Developer
new
San Francisco
Developer
new
San Francisco
Design + UX
new
San Francisco
Developer
new
San Francisco
Data + Analytics
new
San Francisco
Developer
new
San Francisco
Operations
new
San Francisco
Data + Analytics
new
San Francisco
Design + UX
new
San Francisco
Operations
new
San Francisco
Data + Analytics
new
San Francisco
Project Mgmt
new
San Francisco
Developer
new
San Francisco
Data + Analytics
new
San Francisco
Finance
new
San Francisco
Developer
new
San Francisco
Developer
new
San Francisco
Project Mgmt
new
San Francisco
Data + Analytics
new
San Francisco
Marketing
new
San Francisco
Developer
new
San Francisco
Developer
new
San Francisco
Developer
new
San Francisco
Marketing
new
San Francisco
Operations
new
San Francisco
Operations
new
San Francisco
Developer
new
San Francisco
Developer
new
San Francisco
Operations
new
San Francisco
Project Mgmt
new
San Francisco
Data + Analytics
new
San Francisco
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Instacart's full profileSee more Instacart jobs