Director Of Support Operations

Instacart Atlanta , GA 30301

Posted 2 days ago

Instacart is building the best way for people anywhere in the world to shop for groceries. Since Instacart started in 2012, we've launched same-day delivery in 200 US markets. We are laser focused on delivering groceries from your favorite stores right to your door. We now cover over 60% of US households and aim to have 80% coverage by the end 2018that's 90 million households! From a technology point of view, the platform is complex, rapidly scaling and processing millions of transactions in real-time all of the time. Our technology coupled with operational expertise enables Instacart to deliver fresh groceries in as little as an hour. This is a difficult problem to master and we are making it happen. Every day, we solve incredibly hard problems to create an experience for our customers that is absolutely magical.

The Community Operations team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders 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 better automation, process and product experience.

What you'll be doing...

We're looking for a strong leader to develop and lead a variety of critical support functions, including Training, QA, Content, Workforce Management, Reporting, and Project Management. This is a senior role with a focus on people management and coordination across many teams and functions. The applicant should have extremely strong multi-tasking abilities while being able to understand the long-term vision and goals of the business. Those interested should be excited to lead, and able to coordinate the execution of a broad range of initiatives.

Core Responsibilities

  • Responsible for leading the strategy and execution of several critical support operations functions, including: Training, QA, Content, Workforce Management, Reporting, and Project Management

  • Lead, motivate, and develop a team of experts (team managers) across these functions to meet time-sensitive deadlines and deliver on operational KPIs

  • Set up career development plans, coach managers, and develop them into outstanding people managers with strategic vision

  • Create long-term strategy for achieving production KPIs (SLAs, etc.) across the support site and delivering exceptional customer support by leveraging the work of your direct reports

  • Coordinate the various teams and their functions across the support site to maximize productivity and outcomes

  • Identify operational risks and help improve or innovate new processes to keep teams as efficient as possible

  • You'll be supporting many teams across the support site, and serving as the go to person for many key initiatives and updates

Experience and Qualifications

  • Bachelor's degree

  • 10+ years of professional experience in a high-volume and fast-paced service-industry or customer support environment

  • Experience managing large teams and leading managers

  • Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations

  • Prior professional experience with optimization, processes, systematic organization, program/project management

  • Demonstrated data/analytics experience; excel proficiency is preferred

  • Strong attention to detail & project management skills

  • Outstanding communication skills. Including public speaking and ability to present effectively in front of peers and senior leadership

  • Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength

  • Thrive on change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment

  • Experience in service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment

  • Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.

  • SQL proficiency (or desire to learn)

What We'll Set You Up With

  • Talented and collaborative coworkers who will both push and support you

  • Market competitive salary and equity

  • Medical, dental, vision benefits and 401(k) retirement plan

  • Take what you need vacation (and we really mean it)

  • 16 weeks maternity leave / 8 weeks paternity leave so you can truly bond with your child

  • Complimentary Instacart Express membership so you can use our product without paying a delivery fee

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Director Of Support Operations