Business Process Architect
Instacart
SQL
Salary
💰 CA$81,000 - CA$90,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Design and optimize processes that improve team performance and customer outcomes across Shopper, Customer, and Retailer journeys.
- Map and improve processes: use tools like Lucidchart to create and maintain visual flow maps for workflows and Knowledge Base (KB) articles, adhering to team standards.
- Collaborate cross-functionally: partner with peers, process strategists, product managers, engineers, and Content teams to ensure processes are actionable, scalable, efficient, and impactful.
- Utilize knowledge systems: work hands-on with systems like Salesforce and Genesys to maintain efficient workflows and proactively address operational constraints.
- Drive automation and AI adoption: leverage AI-driven tools to streamline manual processes and optimize workflows where appropriate.
- Monitor and report progress: define and track key performance indicators (KPIs) for projects, regularly reporting updates and surfacing opportunities for further improvement.
- Develop process tools and documentation: create and maintain process maps, knowledge articles, and training materials aligned with team goals.
- Translate workflows into actionable materials with Content teams to drive adoption and accountability.
- Independently handle complex requests and ensure consistent alignment with business objectives.
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, understanding cross-functional dynamics.
- Strong foundational knowledge of how the Instacart app interfaces with internal admin systems.
- Deep understanding of contact center operations, including basic call-handling skills and transferring a customer inquiry via voice, chat, or internally through tools like Salesforce and Genesys.
- Demonstrated ability to identify process gaps or inefficiencies and solve through the creation of new processes or optimization of existing processes in a practical and scalable way.
- Robust understanding of contact center systems such as Salesforce and Genesys, including internal communication 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 to visualize and optimize workflows.
- Exceptional written and verbal communication skills, with the ability to translate technical workflows into accessible documentation for various audiences.
- 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 and streamline workflows where applicable.
- Preferred: Knowledge of SQL (basic proficiency) to query databases and interpret data relevant to process optimization.
- Preferred: Track record of managing and reporting on KPIs for projects and aligning deliverables to meet business outcomes.
- Preferred: Understanding of change management best practices to communicate and scale process changes to a large user base.
