Spread Operations Program Lead (Contract) - Instacart

Overview

About the Role - We are seeking an organized, analytical and highly motivated individual to provide contractor support to Instacart’s Spread Operations team. The ideal contractor finds it exciting to uncover unusual patterns in behavior and is passionate about investigating these patterns further to get to the root of the problem and work cross-functionally to drive solutions.  In this role, you will need to make critical & sensitive decisions quickly while maintaining strong attention to detail.  It’s important to appreciate that you will be operating in a very dynamic environment which requires always having an eye towards improvement.

About the Team - This team takes data-driven, customer-first approaches to identifying efficiency and quality opportunities to improve the customer experience and improve clarity for retailers and Instacart’s bottom line. As a Spread Operations Program Lead, you will support Instacart’s Spread team by executing and optimizing day to day processes and provide clarity on key cost drivers to Instacart and their partners, which includes being accountable for weekly metrics. The role will oversee and improve programs of shopper and catalog quality. In addition, you will be at the forefront of developing & implementing strategies that ensure the ongoing stability of the Instacart platform. 

This is a 6-month contracted position at Instacart with expectations to work 40 hours per week. This is a non-exempt position, paid hourly and eligible for additional hours as necessary.  

About the Job 

• Responsible for leading projects and work streams to meet goals and objectives with a high degree of precision while adapting to unexpected issues and proactively driving solutions
• Ensure accurate and granular reporting on performance and QA for improvement areas
• Develop deep subject matter expertise in Customer and Shopper Transactions 
• Create & maintain detailed documentation of operational procedures including regularly auditing current policies
• Analyze problems logically with a focus on attention to detail while maintaining confidentiality 
• Effectively communicate to cross-functional stakeholders new trends and unusual cases, helping size business impact and gain deep rooted buy-in for sustainable wins
• Optimize supporting processes through multiple iterations, standardizing to the point of near-automation
• Research and analyze data using internal and external tools to identify fraudulent activity and understand opportunities to minimize fraud and reduce unnecessary customer impact
• Partner with internal stakeholders to ensure a high level of compliance, while also developing long-term sustainable solutions.
• Resolve customer and shopper account issues through timely and effective responses

About You

Minimum Qualifications

• Bachelor’s degree in Math, Economics, Finance, Business or other related field
• 4-6 years work experience in a relevant field with demonstrated business acumen and a track record of leveraging data for business impact
• Strong proficiency in Excel/Google Sheets
• Demonstrated ability to effectively lead projects and work streams from inception to launch
• High degree of ownership and accountability
• Strong critical thinking and problem solving
• Strong communication, writing, and attention to detail
• Positive attitude and fortitude to work through ever-changing and dynamic operational conditions
• Ability to resolve critical and sensitive issues quickly in a fast-paced environment
• Ability to operate within a high degree of confidentiality
• Experience in creating and improving processes

Preferred Qualifications

• Dedication to providing white-gloved customer service
• Strong understanding of SQL is a plus
• Willingness to work weekends, evenings or holiday when necessary

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Last updated: 8 hours ago