Customer Experience Operations Manager – Pillar Lead

Instacart

Customer Experience Operations Manager leading CX operations for Instacart's consumer support pillars. Driving improvements in customer satisfaction and operational efficiency across remote teams.

Posted 5/26/2026full-timeRemote • California, Nevada, New York • 🇺🇸 United StatesSenior💰 $139,000 - $176,000 per yearWebsite

ATS Keywords

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Hard Skills

data analysisSQLdashboard creationreportingincident managementroot cause analysiscontinuous improvementSOPschange management

Soft Skills

leadershipcoachingteam developmentcommunicationstakeholder management

Industry Keywords

customer experiencesupport operationsvendor managementBPO operationsbusiness reviews

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

own end-to-end operations for designated CX pillar(s)
lead, coach, and develop a team of 2 direct reports
drive vendor performance across our BPO network in partnership with Vendor Managers
partner with Product Ops, Engineering, Design, and Support to scope, prioritize, pilot, and launch product and process changes
build and maintain dashboards and reporting that power weekly business reviews
lead incident management and root cause analysis for spikes or defects
institutionalize continuous improvement through SOPs, training, and change management

Requirements

What you’ll need

6+ years of experience in customer experience/support operations
2+ years of people management experience with direct reports
proven experience overseeing vendor/BPO operations
proficiency with data analysis, including SQL for querying operational data
excellent communication and stakeholder management skills
bachelor’s degree in Business, Operations, Engineering, or a related field

Benefits

Comp & perks

competitive compensation
benefits offerings
new hire equity grant
annual refresh grants