Senior Project & Program Manager

Instacart | E-commerce and grocery delivery

2 hours ago

Remote In-Country

Full Time

Canada

120k - 126.5k CAD/yr

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our 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. Learn more about our flexible approach to where we work.

Overview

Instacart's Customer Experience & Operations organization is at the heart of how we support the millions of customers, shoppers, and partners who rely on our platform every day. Within that organization, the CX Technology Programs team is responsible for driving the development and deployment of technology solutions that meaningfully improve the support experience at scale.

We are looking for a CX Technology Program Manager to join a small, high-impact team working at the intersection of automation, operations, and product execution. This role sits within a team of three — two individual contributors and a people manager — and will play a critical role in bringing structure, coordination, and momentum to an ambitious chatbot automation program. With 14 automations currently in active development across Shopper and Customer support programs and significant monthly cost savings on the line, this is a role where your work will have immediate, measurable business impact. If you thrive in fast-moving environments, are energized by complexity, and know how to drive programs forward without waiting for perfect conditions, this role is for you.

About the Job

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.

About You

Minimum Qualifications

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.

Preferred Qualifications

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.

#LI-Remote

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. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

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 Canadian based candidates, the base pay ranges for a successful candidate are listed below.

CAN

$120,000—$126,500 CAD

Required Skills

artificial_intelligenceasanajiraproduct_developmentsalesforcezendesk

Required Languages

🇬🇧 English

Overview

About the Job

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.

About You

Minimum Qualifications

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.

Preferred Qualifications

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.

#LI-Remote

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

CAN

$120,000—$126,500 CAD