CX Technology Program Manager

Instacart
United States
Workplace: RemoteFull timeFunction: Program & Project Management (PMO)Experience: 5+ yearsSkills: ["Cross-functional coordination","Independent execution","Program planning","Communication","Risk visibility"]

Own end-to-end planning and execution for a portfolio of chatbot automation initiatives supporting Shopper and Customer support. Drive cross-functional coordination across technical teams, operations, and leadership, keeping timelines, dependencies, and risks visible as priorities evolve. Build operational infrastructure for program tracking and status reporting, translate business goals into milestones and accountability, and step into an under-resourced planning function to add structure and momentum.

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FursaFursa
Instacart
Instacart
2 days ago

CX Technology Program Manager

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Last checked: 5 hours agoStatus: Live

Job Summary

Own end-to-end planning and execution for a portfolio of chatbot automation initiatives supporting Shopper and Customer support. Drive cross-functional coordination across technical teams, operations, and leadership, keeping timelines, dependencies, and risks visible as priorities evolve. Build operational infrastructure for program tracking and status reporting, translate business goals into milestones and accountability, and step into an under-resourced planning function to add structure and momentum.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Own end-to-end planning and coordination for chatbot automation initiatives across Shopper and Customer support, aligning timelines, dependencies, and stakeholders.
  • •Drive program execution across concurrent workstreams as priorities and the roadmap evolve, connecting technical teams, operations, and leadership.
  • •Build and maintain operational infrastructure for the CX Technology Programs team, including program tracking, status reporting, and cross-functional communication rhythms.
  • •Partner with product, engineering, and CX operations to scope, sequence, and launch automation solutions with clear milestones and accountability.
  • •Identify gaps and surface blockers early, proposing solutions to add structure and move critical work forward in an under-resourced planning area.

Pay and Benefits

Perks:Equity Grant

Key Requirements

  • •5+ years of experience in program management, technical program management, or operations program management, ideally in a technology, e-commerce, or customer experience organization.
  • •Manage multiple concurrent programs with cross-functional stakeholders, including building program plans, tracking dependencies, and communicating status to technical and non-technical audiences.
  • •Experience working on or alongside automation, AI, or chatbot technology programs, with a working understanding of scoping, building, and deployment in an operational context.
  • •Proficiency with project/program management tools (e.g., Jira, Asana, Monday.com or similar) and comfort using data to track progress and communicate impact.
  • •Ability to operate independently and create structure in ambiguous environments, stepping into under-resourced programs to establish clarity and momentum.
Experience:5+ yearsTechnologyE-commerceCustomer experience
Skills:Cross-functional coordinationIndependent executionProgram planningCommunicationRisk visibility
Languages:English
Tech Stack:JiraAsanaMonday.comSalesforceZendesk

Company Brief

Instacart
Operates an online grocery marketplace connecting customers with personal shoppers and local retailers for grocery delivery and pickup. Provides technology, logistics, and advertising solutions to supermarkets and consumer packaged goods brands.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn