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CX Technical Governance Program Manager

Remote:

Full Remote

Salary:

134 - 180K yearly

Experience:

Senior (5-10 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor's degree or 5+ years of experience, Experience in Operations, Analytics, or Project Management, Proven management of globally dispersed teams, Familiarity with Project Management tools.

Key responsabilities:

Lead global Cx initiatives
Establish and manage a governance steering committee
Develop an intake process for product requests
Oversee technology budget and resources

Instacart Information Technology & Services Large https://www.instacart.com/

1001 - 5000 Employees

See all jobs

Job description

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

We are seeking a strategic and organized Program Manager to help shape and execute key initiatives across five governance verticals. This role will involve establishing a steering committee to drive the Cx Technology roadmap, developing an intake process for product requests, managing resources, and overseeing our technology portfolio. Additionally, you’ll play a critical role in creating a documentation governance framework to support knowledge management, learning & development, and policy oversight.

About the Team

The Cx Tech Governance team is essential in enhancing customer experience through strategic governance frameworks and alignment of technological initiatives. Our aim is to enable efficient operations and improve customer interactions by managing tech governance processes across the organization.

About the Job

Lead global initiatives to scale and support the Customer Experience workforce through effective tech governance.
Establish and manage a steering committee with cross-functional stakeholders to align on vision, policies, and budget.
Develop and implement an intake process for prioritization and resourcing with cross-functional collaboration.
Oversee the proactive management of the technology budget, invoices, and contracts to optimize resources.
Program manage the documentation, governance, and audit functions within Cx, BizSys, and Engineering.
Collaborate with cross-functional teams such as Product, Engineering, and outsourced service providers to execute strategic projects and address operational challenges.
Track and analyze key governance and operational metrics to identify opportunities for optimization and enhancement.
Utilize problem-solving skills to address complex business and operational challenges.
Consultation on tooling design to bridge the gap between business needs and technical requirements.

About You

Minimum Qualifications

Bachelor's degree or 5+ years of professional experience in a related field.
Experience working in a startup or technology-focused company, or within a consulting firm.
Proven track record of managing matrixed and globally dispersed teams and vendors.
Minimum of 2 years of experience in Operations, Analytics, Product, Engineering, Consulting, Project Management, or a similar field.
Demonstrated ability to initiate and drive projects to completion independently.
Experience in conducting business process analysis.
Skilled at communicating technical analysis results to non-technical stakeholders to infuence strategic decision-making.
Familiarity with Project Management tools, particularly Jira.

Preferred Qualifications

Experience with data visualization tools such as Tableau or Periscope.
Proficiency in SQL queries, with at least 2 years of experience.
Agile/Scrum certification.
Resource Management experience.
Familiarity with Lean or Six Sigma methodologies.

#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

$162,000—$180,000 USD

$156,000—$173,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$149,000—$166,000 USD

All other states

$134,000—$149,000 USD