The Community Operations Support team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.
What you’ll be doing...
As the Director of Support you will be responsible leading Instacart’s fast growing Support team. This includes overall responsibility for our in-house support team and our external BPO support. You’ll be accountable for driving near-term results, while also defining the medium-to-long-term vision for how we’ll support our growing community of customers, shoppers, and retailers across US and Canada. We’re looking for someone who is passionate about people management, scaling operational teams, data-driven, and highly tactical and strategic.
Provide strong and visionary leadership to your teams, enhance and develop a strong team culture of trust and commitment to impact in how we support our community
Be the trusted advisor for senior leadership on key business and operational activities primarily related to how we improve our overall support experience
Define vision, set and communicate team goals, and communicate strategy, tactics and behaviours required to achieve those goals and operations KPIs. Foster a culture of accountability and continuous improvement
Lead and develop a team of operational leaders, helping them achieve their objectives across different functional areas, supporting them through the day to day activities, and removing barriers
Oversee day-to-day service delivery of internal and outsourced support operations against defined KPIs in a highly dynamic and fast paced environment across different teams and sites
Develop strong collaborative relationships with key stakeholders across the company to execute projects and key company initiatives
Be prepared to directly manage large strategic priorities and coordinate across all stakeholders (internal and external) as needed to ensure the right execution, communication and resources are in place to deliver the key milestones
Communicate effectively with cross-functional and Operations leadership on core operations updates, promptly handle escalations related to sensitive PR, client, or legal issues
Drive thought leadership to define clear business problems and community experience pain points, and influence how we prioritize solutions to resolve them.
Partner closely with internal support functions and across Product, Field Operations, Logistics Operations, Engineering, Sales/Marketing and Legal
Passion for serving the Instacart community and enabling our mission.
Travel: role requires 20-30% travel
Experience, Requirements & Qualifications
BS/BA Degree or higher, MBA preferred
Customer Ops Experience. Operations domain expertise with 10+ years of experience managing large-scale operations in domains such as customer service and/or business process outsourcing
Scaled Operations Experience. Deep expertise in all success factors for a growing/mature operation. Strong understanding of core processes, ops management philosophies and best practices.
Analytical Skills. Demonstrated strong analytical and financial management skills. Knows to how leverage data to tell a story, and conduct deep root cause analysis
Leadership. 6+ years of people management experience, including managing leaders and managing remotely across multiple sites, with proven track record of attracting, scaling and developing high performing and highly engaged teams.
Thought leadership. Strategic thinker with proven track record of scaling innovative customer experience operations, driving continuous improvement, and leveraging voice of customer insights
Communication. Articulate verbal and written communicator, with ability to maintain composure in a high-stakes/high-stress environment
What We'll Set You Up With