Note: The job is a remote job and is open to candidates in USA. Instacart is transforming the grocery industry by providing grocery delivery and flexible earning opportunities for Personal Shoppers. The Senior Project & Program Manager will lead chatbot automation initiatives across Shopper and Customer support programs, coordinating stakeholders, timelines, dependencies, and execution. The role will also establish program infrastructure, identify blockers, and drive measurable operational impact.
Responsibilities
- Own end-to-end planning and coordination for a portfolio of chatbot automation initiatives spanning both Shopper and Customer support programs, ensuring timelines, dependencies, and stakeholders are aligned across concurrent workstreams
- Drive program execution in an environment where priorities shift and the roadmap evolves — you'll be the connective tissue between technical teams, operations, and leadership, keeping work moving and risks visible
- Build and maintain the operational infrastructure for the CX Technology Programs team, including program tracking, status reporting, and cross-functional communication rhythms that give stakeholders confidence in the work underway
- Partner closely with product, engineering, and CX operations teams to scope, sequence, and launch automation solutions, translating business goals into clear plans with defined milestones and accountability
- Identify gaps, surface blockers early, and propose solutions — this team is currently under-resourced on the planning and coordination side, and you will be stepping in to immediately add structure and move critical work forward
Skills
- 5+ years of experience in program management, technical program management, or operations program management, ideally within a technology, e-commerce, or customer experience organization
- Demonstrated experience managing multiple concurrent programs with cross-functional stakeholders, including the ability to build and maintain program plans, track dependencies, and communicate status clearly to both technical and non-technical audiences
- Experience working on or alongside automation, AI, or chatbot technology programs, with a working understanding of how these solutions are scoped, built, and deployed in an operational context
- Proficiency with project and program management tools (e.g., Jira, Asana, Monday.com, or similar) and comfort using data to track progress and communicate impact
- Proven ability to operate independently and create structure in ambiguous environments, including stepping into under-resourced programs and quickly establishing clarity and momentum
- Experience working within a customer support or CX technology environment, with familiarity with support operations metrics, tooling ecosystems (e.g., Salesforce, Zendesk, or similar), or automation-driven cost reduction programs
- Background working in a high-growth or fast-paced technology company where priorities evolve quickly and cross-functional coordination spans multiple teams simultaneously
- Experience contributing to or managing programs with measurable financial impact, such as cost savings targets, efficiency initiatives, or automation ROI tracking
- Comfort engaging with technical concepts and product development processes, with the ability to have informed conversations with engineering and product partners without needing deep technical expertise yourself
Benefits
- 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.
- This role is eligible for a new hire equity grant as well as annual refresh grants.
Company Overview
Company H1B Sponsorship