We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role -

As a Knowledge Strategist Team Lead, Governance at Instacart, you will lead the Governance group within the Knowledge Strategy team. You will establish and maintain content standards for readability and AI retrieval, own the team's auditing function, and spearhead high-impact internal projects that advance our knowledge infrastructure. You will directly manage 2+ Knowledge Strategists and serve as the team's primary owner of triage, prioritization, and deadline accountability.

This role demands both strategic vision and operational precision. You will be equally comfortable defining a governance framework and rolling up your sleeves to see it through — with deep expertise in how structured knowledge powers contact center AI tools. You are a team leader: mentoring your pod, influencing cross-functional partners, and keeping quality high in a fast-paced environment.

About the Team -

The Instacart Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business.

PICO encompasses knowledge strategy, content operations, project management, continuous improvement analytics, and learning and development. Each subteam has a unique and critical role to play in supporting our end users and specialists, and cross-functional collaboration is critical to our success.

The Knowledge Strategy team is vital for maintaining the integrity and accessibility of company information for our Customer Experience support team. We play a direct role in Instacart's success by managing and optimizing how knowledge is shared and utilized across the company, fostering a culture of transparency and informed decision-making. We support product launches, continuous improvement efforts, and regulatory requirements by ensuring we have the right strategy, plans, and metrics in place to provide a high-quality experience for our customers, shoppers, retailers, and CX specialists.

About the Job

In this role, you will focus on elevating the quality, consistency, and AI-readiness of Instacart's CX knowledge base. You will:

• Own governance and content standards: Define and maintain standards for readability, structure, and AI retrieval compatibility across the knowledge base. Establish guidelines and ensure adherence through regular auditing cycles.
• Lead auditing and quality assurance: Oversee regular audits of the knowledge base, identify gaps and inconsistencies, and drive remediation. Maintain a culture of accuracy and continuous improvement within the pod.
• Lead strategic internal projects: Spearhead high-impact projects such as migrating workflows across platforms and optimizing knowledge architecture for AI tools like Sierra and Genesys Copilot.
• Report knowledge metrics and drive continuous improvement: Track and report on knowledge health metrics. Identify trends, surface insights, and lead continuous improvement initiatives grounded in data.
• Lead and develop your team: Directly manage a small team of Knowledge Strategists. Provide coaching, mentorship, clear direction, and regular feedback to build a high-performing team. You’ll operate as a player-coach, executing work yourself as needed.
• Collaborate cross-functionally: Act as the primary Knowledge representative for governance-related work with Product, Engineering, Legal, TechGov, and CX stakeholders. Influence standards and tooling decisions that affect the broader knowledge ecosystem.
• Pioneer AI and automation adoption: Lead adoption of AI-driven tools to enhance content quality, retrieval accuracy, and governance efficiency at scale.

About You

Minimum Qualifications

• Experience & Context: 4+ years of experience in knowledge strategy within a high-volume customer support organization.
• Strategic Process Optimization: Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
• Systems & Tools: Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
• Data-Driven Focus: Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Communication & Advocacy: Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal). Ability to present complex scenarios to executive-level audiences.
• Automation & AI: Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.
• People Lead: Demonstrated ability to lead, mentor, and develop individual contributors.

Preferred Qualifications

• 4+ years of experience in a tech or startup environment.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading transformational knowledge projects.
• Intermediate proficiency in SQL to query databases and modify dashboards.
• Advanced understanding of change management best practices, to identify optimal approaches to communicate and scale changes to a large user base.
• Deep familiarity with Shopper, Customer, and Retailer contact journeys.
• Experience with structured content authoring and AI knowledge retrieval optimization (e.g., for chatbot or copilot surfaces).
• Experience managing knowledge infrastructure migrations across platforms.

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

CAN
$100,000-$105,500 CAD

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role -

As a Knowledge Strategist Team Lead, Governance at Instacart, you will lead the Governance group within the Knowledge Strategy team. You will establish and maintain content standards for readability and AI retrieval, own the team's auditing function, and spearhead high-impact internal projects that advance our knowledge infrastructure. You will directly manage 2+ Knowledge Strategists and serve as the team's primary owner of triage, prioritization, and deadline accountability.

This role demands both strategic vision and operational precision. You will be equally comfortable defining a governance framework and rolling up your sleeves to see it through — with deep expertise in how structured knowledge powers contact center AI tools. You are a team leader: mentoring your pod, influencing cross-functional partners, and keeping quality high in a fast-paced environment.

About the Team -

The Instacart Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business.

PICO encompasses knowledge strategy, content operations, project management, continuous improvement analytics, and learning and development. Each subteam has a unique and critical role to play in supporting our end users and specialists, and cross-functional collaboration is critical to our success.

The Knowledge Strategy team is vital for maintaining the integrity and accessibility of company information for our Customer Experience support team. We play a direct role in Instacart's success by managing and optimizing how knowledge is shared and utilized across the company, fostering a culture of transparency and informed decision-making. We support product launches, continuous improvement efforts, and regulatory requirements by ensuring we have the right strategy, plans, and metrics in place to provide a high-quality experience for our customers, shoppers, retailers, and CX specialists.

About the Job

In this role, you will focus on elevating the quality, consistency, and AI-readiness of Instacart's CX knowledge base. You will:

• Own governance and content standards: Define and maintain standards for readability, structure, and AI retrieval compatibility across the knowledge base. Establish guidelines and ensure adherence through regular auditing cycles.
• Lead auditing and quality assurance: Oversee regular audits of the knowledge base, identify gaps and inconsistencies, and drive remediation. Maintain a culture of accuracy and continuous improvement within the pod.
• Lead strategic internal projects: Spearhead high-impact projects such as migrating workflows across platforms and optimizing knowledge architecture for AI tools like Sierra and Genesys Copilot.
• Report knowledge metrics and drive continuous improvement: Track and report on knowledge health metrics. Identify trends, surface insights, and lead continuous improvement initiatives grounded in data.
• Lead and develop your team: Directly manage a small team of Knowledge Strategists. Provide coaching, mentorship, clear direction, and regular feedback to build a high-performing team. You’ll operate as a player-coach, executing work yourself as needed.
• Collaborate cross-functionally: Act as the primary Knowledge representative for governance-related work with Product, Engineering, Legal, TechGov, and CX stakeholders. Influence standards and tooling decisions that affect the broader knowledge ecosystem.
• Pioneer AI and automation adoption: Lead adoption of AI-driven tools to enhance content quality, retrieval accuracy, and governance efficiency at scale.

About You

Minimum Qualifications

• Experience & Context: 4+ years of experience in knowledge strategy within a high-volume customer support organization.
• Strategic Process Optimization: Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
• Systems & Tools: Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
• Data-Driven Focus: Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Communication & Advocacy: Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal). Ability to present complex scenarios to executive-level audiences.
• Automation & AI: Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.
• People Lead: Demonstrated ability to lead, mentor, and develop individual contributors.

Preferred Qualifications

• 4+ years of experience in a tech or startup environment.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading transformational knowledge projects.
• Intermediate proficiency in SQL to query databases and modify dashboards.
• Advanced understanding of change management best practices, to identify optimal approaches to communicate and scale changes to a large user base.
• Deep familiarity with Shopper, Customer, and Retailer contact journeys.
• Experience with structured content authoring and AI knowledge retrieval optimization (e.g., for chatbot or copilot surfaces).
• Experience managing knowledge infrastructure migrations across platforms.

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here. For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ
$115,000-$121,500 USD
WA
$111,000-$117,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$106,000-$112,000 USD
All other states
$95,000-$100,500 USD

Hello,
I have a few scans of vector artwork that I need converted back to vector. But I need it done manually. Clean lines and curves. All the automated tracing software (Illustrator, Vectorizer.ai, VectorSolve, etc.) have given me surprisingly trash results for these scans.
I know tracing isn’t a fun design job, but if you have a mastery of the pen tool and attention to detail, I’d love to chat with you.
$30/h
Thanks!

There have been an absurd number of layoffs in tech lately. If you’re a cracked engineer who actually likes building, moving fast, solving hard problems, in impactful spaces we should talk. We’re building agentic AI infrastructure for healthcare credentialing at Evercred. ✅Real customers. ✅Real revenue. ✅Real production problems. ✅Massive $150B market. 🙂Tiny team. 🚀High ownership. We need engineers who want to put their heads down and build something meaningful with very high velocity. Especially interested in: • AI/LLM engineers • Full stack product engineers • Systems thinkers with an ownership mindset who can execute No passengers. No coasting. No endless meetings. STACK: PostgreSQL, Next.js / React, Docker, CI/CD pipelines cutting-edge LLM/agent orchestration frameworks Please Send your résumé & a short video regarding why you want to Join u/evercred along with a link to your work (website or u/github) your salary requirements (monthly) to hiring@evercred.com with the subject line 👉JOINING EVERCRED✅ We’d love to consider working with you.

We need somebody that can identify who we need and find top talent for key roles I let you trust and autonomy to operate. I will call 10m $ market cap a success with high activity, contract: Flat fee + more compensation + performance bonuses.

Need someone with CS background in SEO and is also aware of ongoing GEO practices.

• Tool knowledge is critical (gsc, ga, ahrefs, screaming frog etc).
• Agency experience is preferred.
• content editing for us and uk based clients
• good oral communication skills in English since all of our clients are based out of us, uk, eu and australia
• immediate joiners or 1 month notice period acceptable

Edit: remote job in India

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role -

As a Knowledge Strategist Team Lead at Instacart, you are the primary point of contact for CX Shopper, Customer, and Retailer pillars, managing the full flow of readiness and improvement requests — from intake and prioritization through production and publication — with a focus on speed, quality, and automation. You will directly lead a team of Knowledge Strategists/Associates.

You will work hand-in-hand with partner teams like Learning & Development to ensure knowledge and training content are co-developed and aligned. You are a specialist workflow subject matter expert, a cross-functional relationship builder, and a high-throughput executor — comfortable managing significant volume while maintaining high standards.

About the Team -

The Instacart Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business.

PICO encompasses knowledge strategy, content operations, project management, continuous improvement analytics, and learning and development. Each subteam has a unique and critical role to play in supporting our end users and specialists, and cross-functional collaboration is critical to our success.

The Knowledge Strategy team is vital for maintaining the integrity and accessibility of company information for our Customer Experience support team. We play a direct role in Instacart's success by managing and optimizing how knowledge is shared and utilized across the company, fostering a culture of transparency and informed decision-making. We support product launches, continuous improvement efforts, and regulatory requirements by ensuring we have the right strategy, plans, and metrics in place to provide a high-quality experience for our customers, shoppers, retailers, and CX specialists.

About the Job

In this role, you will ensure that Instacart's CX specialists are always equipped with current, accurate, and actionable knowledge. You will:

• Support the readiness intake and execution process: Facilitate the end-to-end flow of readiness requests from CX pillars and internal teams. Own intake, triage, prioritization, production, and publication — leveraging automations to maximize throughput and meet d10-day cycle time targets.
• Serve as pillar POC: Act as the primary Knowledge Strategy representative for CX Shopper, Customer, and Retailer pillars. Build strong relationships, manage stakeholder expectations, and proactively surface knowledge needs before they become blockers.
• Partner closely with L&D: Maintain a tight working relationship with L&D team members to align knowledge and training content development, coordinate co-dependent deliverables, and eliminate duplication of effort across surfaces.
• Serve as specialist workflow SME: Maintain deep familiarity with CX specialist workflows, app interfaces, and contact journeys across Shopper, Customer, and Retailer. Ensure all readiness content is accurate, practical, and quickly adopted by the frontline.
• Execute improvement requests: Act on improvement requests from specialists, QA, and Continuous Improvement Analytics, ensuring the knowledge base reflects real-world support needs and reduces avoidable contacts.
• Lead and develop your team: Directly manage a small team of Knowledge Strategists/Associates. Provide coaching, mentorship, clear direction, and regular feedback to build a high-performing team capable of executing at pace. You’ll operate as a player-coach, executing critical team tasks as needed.
• Drive quality and adoption: Ensure all readiness deliverables are error-free, meet content standards set by the Governance pod, and are adopted quickly by the frontline team and AI surfaces.
• Pioneer automation and AI adoption: Lead the team's use of AI-driven tools to streamline content production, improve turnaround time, and scale readiness output without sacrificing quality.

About You

Minimum Qualifications

• Experience & Context: 4+ years of experience in process improvement and/or knowledge management within a high-volume customer support organization.
• Strategic Process Optimization: Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
• Systems & Tools: Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
• Data-Driven Focus: Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Communication & Advocacy: Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal). Ability to present complex scenarios to executive-level audiences.
• Automation & AI: Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.
• People Leadership: Demonstrated ability to lead, mentor, and develop individual contributors.
• Cross-Functional Execution: Proven track record managing high-volume, time-sensitive intake processes across multiple stakeholder teams in a fast-paced environment.

Preferred Qualifications

• 4+ years of experience in a tech or startup environment.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading transformational knowledge projects.
• Intermediate proficiency in SQL to query databases and modify dashboards.
• Advanced understanding of change management best practices, to identify optimal approaches to communicate and scale changes to a large user base.
• Deep familiarity with Shopper, Customer, and Retailer contact journeys, with demonstrated ability to create processes that align with these experiences.
• Experience partnering with L&D or co-developing training and knowledge content for a frontline support organization.
• Familiarity with readiness automation workflows (e.g., Gumloop or similar tools) and structured content publishing pipelines.

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

CAN
$100,000-$105,500 CAD

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role -

As a Knowledge Strategist Team Lead at Instacart, you are the primary point of contact for CX Shopper, Customer, and Retailer pillars, managing the full flow of readiness and improvement requests — from intake and prioritization through production and publication — with a focus on speed, quality, and automation. You will directly lead a team of Knowledge Strategists/Associates.

You will work hand-in-hand with partner teams like Learning & Development to ensure knowledge and training content are co-developed and aligned. You are a specialist workflow subject matter expert, a cross-functional relationship builder, and a high-throughput executor — comfortable managing significant volume while maintaining high standards.

About the Team -

The Instacart Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business.

PICO encompasses knowledge strategy, content operations, project management, continuous improvement analytics, and learning and development. Each subteam has a unique and critical role to play in supporting our end users and specialists, and cross-functional collaboration is critical to our success.

The Knowledge Strategy team is vital for maintaining the integrity and accessibility of company information for our Customer Experience support team. We play a direct role in Instacart's success by managing and optimizing how knowledge is shared and utilized across the company, fostering a culture of transparency and informed decision-making. We support product launches, continuous improvement efforts, and regulatory requirements by ensuring we have the right strategy, plans, and metrics in place to provide a high-quality experience for our customers, shoppers, retailers, and CX specialists.

About the Job

In this role, you will ensure that Instacart's CX specialists are always equipped with current, accurate, and actionable knowledge. You will:

• Support the readiness intake and execution process: Facilitate the end-to-end flow of readiness requests from CX pillars and internal teams. Own intake, triage, prioritization, production, and publication — leveraging automations to maximize throughput and meet d10-day cycle time targets.
• Serve as pillar POC: Act as the primary Knowledge Strategy representative for CX Shopper, Customer, and Retailer pillars. Build strong relationships, manage stakeholder expectations, and proactively surface knowledge needs before they become blockers.
• Partner closely with L&D: Maintain a tight working relationship with L&D team members to align knowledge and training content development, coordinate co-dependent deliverables, and eliminate duplication of effort across surfaces.
• Serve as specialist workflow SME: Maintain deep familiarity with CX specialist workflows, app interfaces, and contact journeys across Shopper, Customer, and Retailer. Ensure all readiness content is accurate, practical, and quickly adopted by the frontline.
• Execute improvement requests: Act on improvement requests from specialists, QA, and Continuous Improvement Analytics, ensuring the knowledge base reflects real-world support needs and reduces avoidable contacts.
• Lead and develop your team: Directly manage a small team of Knowledge Strategists/Associates. Provide coaching, mentorship, clear direction, and regular feedback to build a high-performing team capable of executing at pace. You’ll operate as a player-coach, executing critical team tasks as needed.
• Drive quality and adoption: Ensure all readiness deliverables are error-free, meet content standards set by the Governance pod, and are adopted quickly by the frontline team and AI surfaces.
• Pioneer automation and AI adoption: Lead the team's use of AI-driven tools to streamline content production, improve turnaround time, and scale readiness output without sacrificing quality.

About You

Minimum Qualifications

• Experience & Context: 4+ years of experience in process improvement and/or knowledge management within a high-volume customer support organization.
• Strategic Process Optimization: Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
• Systems & Tools: Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
• Data-Driven Focus: Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Communication & Advocacy: Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal). Ability to present complex scenarios to executive-level audiences.
• Automation & AI: Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.
• People Leadership: Demonstrated ability to lead, mentor, and develop individual contributors.
• Cross-Functional Execution: Proven track record managing high-volume, time-sensitive intake processes across multiple stakeholder teams in a fast-paced environment.

Preferred Qualifications

• 4+ years of experience in a tech or startup environment.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading transformational knowledge projects.
• Intermediate proficiency in SQL to query databases and modify dashboards.
• Advanced understanding of change management best practices, to identify optimal approaches to communicate and scale changes to a large user base.
• Deep familiarity with Shopper, Customer, and Retailer contact journeys, with demonstrated ability to create processes that align with these experiences.
• Experience partnering with L&D or co-developing training and knowledge content for a frontline support organization.
• Familiarity with readiness automation workflows (e.g., Gumloop or similar tools) and structured content publishing pipelines.

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here. For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ
$115,000-$121,500 USD
WA
$111,000-$117,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$106,000-$112,000 USD
All other states
$95,000-$100,500 USD

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

Instacart’s Customer Experience (CX) Consumer team is focused on delivering effortless support experiences for customers across our marketplace. We are hiring a CX Pillar Ops Manager to own day-to-day operations for one or more consumer support pillars, partnering closely with CX Ops, Vendor Managers, Support Teams, Product Ops, and Business Owners for Instacart Health and Instacart Business. You will manage 2 direct reports and drive measurable improvements in customer satisfaction, contact rate, speed to resolution, and operational efficiency.



This role is ideal for a hands-on operator who enjoys rolling up their sleeves, solving complex problems at scale, and collaborating across functions to ship improvements quickly. You will shape strategy, turn insights into action, and lead continuous improvement that helps our customers, shopper community, and partners. The role is remote across the United States and Canada, with a light preference for candidates near Toronto, Las Vegas, or Atlanta.

About the Job

• Own end-to-end operations for designated CX pillar(s): set strategy and quarterly plans, define and track KPIs (e.g., CSAT, AHT, FCR, contact rate, cost per contact), and consistently meet or exceed SLAs.
• Lead, coach, and develop a team of 2 direct reports; establish clear goals, operating rhythms, and career development plans that raise the bar on execution and results.
• Drive vendor performance across our BPO network in partnership with Vendor Managers: workforce planning, staffing and coverage, QA, calibrations, playbooks, and performance reviews that deliver high-quality outcomes.
• Partner with Product Ops, Engineering, Design, and Support to scope, prioritize, pilot, and launch product and process changes; run experiments and measure impact to reduce contacts and improve customer experience.
• Build and maintain dashboards and reporting that power weekly business reviews; use data to diagnose root causes, size opportunities, and recommend action with clear ROI.
• Lead incident management and root cause analysis for spikes or defects; implement corrective actions and preventive controls, and communicate updates to stakeholders.
• Institutionalize continuous improvement through SOPs, training, and change management; champion standardized workflows that scale across geographies and channels.

About You

Minimum Qualifications

• 6+ years of experience in customer experience/support operations, service delivery, or program management within technology, e-commerce, marketplace, or BPO environments.
• 2+ years of people management experience with direct reports, including hiring, coaching, and performance management.
• Proven experience overseeing vendor/BPO operations with responsibility for SLAs, QA, workforce management, and capacity planning.
• Proficiency with data analysis, including SQL for querying operational data and building dashboards in tools such as Looker or Tableau; advanced Excel/Google Sheets skills.
• Demonstrated track record partnering with Product/Engineering to launch automation or tooling that reduces contact rate and improves CSAT.
• Excellent communication and stakeholder management skills, including leading weekly/monthly business reviews and driving alignment across cross-functional teams.
• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.

Preferred Qualifications

• Experience managing multi-site BPO networks across US, nearshore, and offshore locations.
• Background in on-demand marketplaces, logistics, grocery, or retail customer support.
• Lean Six Sigma Green Belt (or comparable continuous improvement training) with a history of measurable process improvements.
• Hands-on experience with CRM and telephony platforms (e.g., Zendesk, Salesforce Service Cloud, Talkdesk, Amazon Connect) and QA tooling.
• Experience building new workflows from 0 to 1, including SOPs, training, and change management to scale operations.
• Comfort designing and interpreting experiments (e.g., A/B tests) to inform product and process decisions.

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

CAN
$143,000-$151,000 CAD