CX Technology Program Manager @Instacart

Overview

Instacart is transforming the grocery industry, providing essential services for customers while offering flexible earning opportunities for Personal Shoppers. The CX Technology Program Manager role is part of the Customer Experience & Operations organization, focusing on technology solutions to enhance support experiences at scale.

Key Responsibilities

• Own end-to-end planning and coordination for chatbot automation initiatives across Shopper and Customer support programs, ensuring alignment of timelines, dependencies, and stakeholders.
• Drive program execution in a dynamic environment where priorities shift, acting as a connector between technical teams, operations, and leadership.
• Build and maintain operational infrastructure for the CX Technology Programs team, including program tracking, status reporting, and communication rhythms.
• Collaborate with product, engineering, and CX operations teams to scope, sequence, and launch automation solutions, translating business goals into actionable plans.
• Identify gaps, surface blockers early, and propose solutions to enhance planning and coordination.

Requirements

• 5+ years of experience in program management, technical program management, or operations program management, preferably in a technology or e-commerce environment.
• Experience managing multiple concurrent programs with cross-functional stakeholders, with strong communication skills for both technical and non-technical audiences.
• Experience working with automation, AI, or chatbot technology programs, with an understanding of their operational deployment.
• Proficiency with project and program management tools (e.g., Jira, Asana) and using data to monitor progress and communicate impact.
• Ability to operate independently in ambiguous environments and establish clarity in under-resourced programs.

Preferred Qualifications

• Experience in customer support or CX technology with familiarity in support operations metrics and tools.
• Background in a high-growth technology company with experience in managing evolving priorities.
• Track record of contributing to programs with financial impacts, including cost savings or efficiency initiatives.
• Comfortable engaging with technical concepts and collaborating with engineering and product teams.

Benefits

Instacart offers highly market-competitive compensation and benefits, including a base salary range of $120,000 — $126,500 CAD, depending on location and experience. Additionally, this role is eligible for equity grants and annual refresh grants.

Location

This is a remote role available only to candidates located in Ontario, Alberta, British Columbia, or Nova Scotia.

How to Apply

Interested candidates can apply directly via the application link provided.

Deadline

No specific deadline mentioned.