Customer Experience Operations Manager (Pillar Lead)

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. &nbsp; 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.</li&gt