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.


We are looking for a dynamic leader to join Instacart’s Retail Customer Experience (CX) team. The Retail CX team is focused on supporting retail partners 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 improved automation, process, and product experience.

This individual will be responsible for developing and implementing our Retail CX strategy, driving continuous improvement, and influencing stakeholders across the organization.  The ideal candidate can apply direct experience combined with high level business acumen to ensure that Instacart provides the highest level of support to our retail partners.   Additionally, the ideal candidate possesses a strong strategic thinking and analytical thinking skill set, the ability to communicate and present information effectively to stakeholders at all levels, and a deep-seeded passion for continuous improvement.


  • Actively contribute to the development and implementation of Retail CX strategy  to support company objectives
  • Lead projects that drive overall performance of the Retail CX organization including metrics such as  retailer satisfaction, service levels, and specialist productivity
  • Drive continuous improvement within our support processes, leveraging a data driven and customer centric approach
  • Partner effectively with cross-functional partners within CX, Operations, Business Development, Product, and Engineering to drive results for our retail partners
  • Manage multiple strategic and tactical priorities in a fast-paced environment with effective communication and follow-through


  • Bachelor’s degree with 6+ years of experience in a high-volume and fast-paced service-industry or customer support environment
  • Proven experience effectively managing multiple KPIs, projects, and initiatives in a rapidly changing environment
  • Strong analytical skills, including experience synthesizing data, identifying insights, and driving action (Note: strong SQL preferred)
  • Strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
  • Ability to independently develop strategy and and drive implementation across teams, influencing with data and storytelling
  • Experience in project management, including the ability to manage multiple priorities while staying focused and organized
  • High level of accountability and ownership with ability to adapt to changing environments
  • Proficient in Call Center Management tools (e.g., Workforce Management, Quality Assurance, Ticketing Systems) and processes (e.g., workforce planning, high-volume recruiting, training)


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.

$113,000$125,000 USD
$108,000$120,000 USD
$104,000$115,000 USD
All other states
$94,000$104,000 USD

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.