OverviewAbout the Role In this role as a Customer Experience Systems Sr. Associate, you'll be the architect behind streamlined workflows, ensuring our customer relationship tools are not just functional but truly resonate with the needs of our teams. You'll have the reins, managing everything from the nitty-gritty of technical requirements to the bird's-eye view of our system's efficiency, especially within Salesforce Service Cloud. Melding your knack for collaboration with your Salesforce savvy, you'll shape how cases flow, how teams communicate, and how each user journey tells a story of success, all while aligning with our broader business strategies.
About the Team The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else. The Technology Enablement team serves as a strategic Technical partner for the Instacart business to drive customer delight through personalized customer experiences with intentional, high-energy human support.
About the Job Responsible for analyzing and developing systems and workflows to ensure that the company customer relationship tools are functional, accessible, and meet the needs of internal teams. Duties include:
- Analyzing CRM data to discover trends and insights that inform business decisions
- Guiding data migration and integration with other systems to maintain seamless workflows
- Managing business requirements and process optimization for CRM workflows
- Defining and implementing maintenance procedures to ensure efficiency and consistency in database design
- Developing information protocols to enhance data security and prompt system upgrades
- Maintaining the backlog for Salesforce Service Cloud changes tied to agent and system efficiency
- Collaborating across CX teams to coordinate and validate proposed tooling improvements
- Tracking and analyzing business values and risk for CRM initiatives
- Designing and delivering regular reports to stakeholders to continuously monitor CRM data quality
- Other duties as assigned
About YouMinimum Qualifications
- Master's degree in Data Science, Information Systems, or related field (or foreign equivalent)
- 2 years of experience in the job offered or related
- 2 years of experience working with Salesforce Service Cloud, HubSpot, or other CRM platforms
- 2 years of experience developing process optimization methods for CRM workflows
- 2 years of experience in CRM data quality monitoring, analysis, and management
- 2 years of experience coordinating tooling improvements across teams
- 2 years of experience designing CRM-related reports and dashboards
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
$132,000-$147,000 USD
WA
$127,000-$141,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$122,000-$135,000 USD
All other states
$110,000-$122,000 USD
