Drive customer satisfaction as the Customer Experience Operations Manager at Instacart. This critical role focuses on enhancing support experiences and operational efficiency in a remote environment.
Join Instacart's CX Consumer team as the Operations Manager for designated pillars. You'll manage day-to-day operations, set strategies, and track KPIs like CSAT and contact rate. Collaborating with various teams, you will lead continuous improvement efforts that drive customer satisfaction and operational success.
Key Responsibilities:
• Own operations for assigned CX pillars, setting strategy and plans
• Lead and develop a team of 2 direct reports
• Drive vendor performance through management of BPO operations
• Collaborate with product teams to implement process improvements
• Build dashboards to drive business insights and measure impact
Requirements:
• 6+ years in customer experience operations or program management
• 2+ years of people management experie...