Director Of Support Operations

Instacart Atlanta , GA 30301

Posted 4 months 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

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Watershed Director I (Engineering Support Services)

City Of Atlanta, GA

Posted 4 days ago

VIEW JOBS 10/12/2018 12:00:00 AM 2019-01-10T00:00 Posting expires: 10/28/18 Salary range: Commensurate with experience General Description and Classification Standards Manages the overall administration and management of the Engineering Support Services Division of the DWM Office of Engineering Services. This Division provides the following support services to DWM and other City Departments: design review and support, surveying, geographical information systems (GIS), document management and archiving, land acquisition, permitting, planning, plan review of water and sewer projects and sewer capacity assessment. Areas of responsibility include the direction of around 70 staff including group supervisors and a broad range of engineering, GIS and other support staff. The Watershed Director will provide engineering support including design input and review and provide personnel and fiscal management. This position requires a high level of strategic and operations management, reporting to a DWM Deputy Commissioner. This is NOT a routine promotional level and the specific justification for classification at this level must be documented. Supervision Received May work independently or part of a team of Managers that meet to discuss issues related to budgets, staff, policy, and operations. Direction received is very general and focuses on strategic objectives and is typically collaborative in nature. The Watershed Director I will report to the Deputy Commissioner of Engineering Support Services. This position would be considered "upper middle" management. Essential Duties & Responsibilities These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned. Oversees and manages the Engineering Support Services Division of the DWM Office of Engineering Services, currently with around 70 staff. This includes direction and management of the following groups: Design Managers, Survey, GIS, Document Management, Real Estate and Permitting, Backflow Prevention, Water Availability, Sewer Availability, Planning, Capacity Certification and other groups, which may be added. Provides positive leadership, working harmoniously with staff within the Office of Engineering Services and other DWM Offices, and ensuring that the day-to-day activities are performed efficiently. Provides engineering design support to the Capital Project Division of the Office of Engineering Services. This involves the assignment of Design Managers, who are responsible for design input, review and quality control of designs prepared by DWM's various A/E Joint Ventures. Oversee the updating and maintenance of a set of current DWM guidelines, specifications and standard details for the design and construction of water distribution, sanitary sewer and stormwater systems. Work with other DWM staff to facilitate access to the various guidelines, specifications and standard details by DWM staff and City developers and design professionals. Assists with budget development and tracking of operational expenses, staff utilization and planning, staff recruitment and oversight of workforce development. Collaborates with the Deputy Commissioner and other Division Directors in the day to day management of the Office of Engineering Services. Assists with the development of an annual budget submission for the Office of Engineering Services. Support engineering staff by meeting with developers to assist with plan review and approval of water and sewer projects for site development and capital projects. Provides leadership and direction to group managers and oversees project goals. Decision Making This position is generally required to provide input regarding decisions that impacts the Engineering Support Services Division. Such issues may be related to policy/procedure, strategy, budget, and/or technical. Provides input on organization strategy and policy within required legislative or executive limitations. Leadership Provided Provides guidance to a varied group of Managers and Supervisors or may directly supervise a staff of professionals and team leaders engaged in an organization-wide or policy-advisory activity. Guidance should typically be general in nature and focus on objectives, end results, and policies. Knowledge, Skills & Abilities This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully. It is not an exhaustive list. Experience with the design, procurement and construction of engineering projects, especially water and sewer projects. Experience with hydraulics; geotechnical testing and terminology; knowledge of contract law. Very strong administrative and managerial skills; inter-personal and team working skills; skilled in communicating verbally and written; strong computer and software (Microsoft) skills. Ability to develop relationships and partnerships; ability to write clear and concise technical documents; ability to read, understand, and prepare legal documents; ability to operate city vehicles: sedan, 14-passenger van, and pickup truck; ability to effectively negotiate resolutions of conflicts among citizens, neighbors, elected official, and staff, as well as efficiently manage a government office open to the public; ability to interact effectively with various personality styles and with upper departmental management or elected officials; ability to read and interpret construction drawings; ability to interpret laws, regulations and guidelines; ability to utilize Microsoft software and project management programs. Minimum Qualifications – Education and Experience * Bachelor's Degree in Civil Engineering, Mechanical Engineering, Environmental Engineering or Construction Management. * 5-10 years of work experience in engineering consulting, contracting or municipal government sector. * At least 3 years of experience as a manager, supervisor, team leader, etc. Preferred Education & Experience * Master's Degree in Civil Engineering, Mechanical Engineering, Environmental Engineering or Construction Management. * 10-20 years of work experience in engineering consulting, contracting or municipal government sector * with 5-10 years of experience as a manager, supervisor, team leader, etc. Licensures and Certifications P.E. License preferred. Essential Capabilities and Work Environment Required physical, lifting, and sensory capabilities are requirements to perform the job successfully. Typical environmental conditions associated with job. City of Atlanta is an equal opportunity employer. City Of Atlanta, GA Atlanta GA

Director Of Support Operations

Instacart