Business Process Architect
Instacart
SQL
Business Process Architect
Instacart
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $77,000 - $103,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Design, optimize, and continuously improve contact center and CX processes to reflect world-class standards
- Map and maintain visual flow maps for workflows and Knowledge Base articles using tools like Lucidchart
- Collaborate cross-functionally with process strategists, product managers, engineers, and Content teams to create actionable, scalable processes
- Work hands-on with systems like Salesforce and Genesys to maintain efficient workflows and address operational constraints
- Drive automation and AI adoption to streamline manual processes where appropriate
- Define, track, and report on key performance indicators (KPIs) for projects and surface opportunities for improvement
- Develop and maintain process tools, knowledge articles, and training materials aligned with team goals
- Independently handle complex requests and ensure consistent alignment with business objectives
- Contribute to Knowledge Management, project management, and continuous improvement analytics within the PICO team
Requirements
- 3+ years of contact center experience, ideally with hands-on knowledge of agent workflows and customer support tools
- 2+ years of experience in a tech organization or start-up environment
- Demonstrated ability to identify process gaps or inefficiencies and solve through the creation of new or optimized processes
- Robust understanding of contact center systems such as Salesforce and Genesys, including internal communication workflows
- Basic call-handling skills (transferring a customer inquiry via voice, chat, or internally through tools like Salesforce and Genesys)
- Familiarity with specialist (agent) workflows
- Proficiency with CRM systems and intellectual curiosity to investigate and troubleshoot process issues end-to-end
- Advanced experience in process mapping and using tools like Lucidchart
- Exceptional written and verbal communication skills
- Proven ability to work independently, surface problems, suggest solutions, and drive cross-functional projects with limited supervision
- Preferred: Familiarity with Shopper, Customer, and Retailer contact journeys
- Preferred: Advanced proficiency in using AI tools to automate processes
- Preferred: Basic knowledge of SQL to query databases
- Preferred: Track record of managing and reporting on KPIs and understanding of change management best practices
