Manager, CX Consumer Vanguard

About the Team

Step into a pivotal leadership role within Instacart's CX Consumer Pillar and shape our consumer experience. As the Manager of the Vanguard Team, you will harness the power of data analytics to lead daily operations and drive continuous improvement. Your strategic insights will help establish benchmarks for excellence that elevate Instacart's consumer experience to new heights. This role offers the chance to solve complex challenges and deliver an experience that is second to none.

About the Team

The CX Consumer Vanguard Team is at the forefront of cultivating an extraordinary consumer experience. This customer-centric and data-driven team works tenaciously to provide scalable, strategic support to our consumers and internal partners. With transparency, collaboration, and continuous improvement at its core, the team is dedicated to ensuring that every customer interaction is seamless and magical.

About the Job

• Lead and motivate Customer Experience Specialists in a dynamic, fast-paced environment to achieve operational KPIs
• Define strategic initiatives to deliver exceptional service and develop processes and policies that elevate performance standards
• Manage and resolve escalated issues through collaboration with cross-functional teams, providing clear updates to leadership
• Coach the team to deliver empathic and exceptional support to consumers
• Integrate efforts across shifts to enhance performance and disseminate best practices
• Develop and assess new processes and improvements to deliver optimal consumer outcomes
• Identify root causes and propose solutions to enhance team accuracy, productivity, and quality
• Act as a subject matter expert and key contact for internal stakeholders to bridge the gap between the frontline and leadership
• Cultivate a culture that prioritizes the customer, including hands-on frontline support when necessary

About You

Minimum Qualifications 

• 6+ years of experience, including 3+ years of leading teams at a 2nd line level
• Proven leadership in a high-volume, fast-paced customer support environment
• Strong communication skills for interacting with all levels of leadership
• Excellent organizational and analytical problem-solving skills
• Strong critical thinking regarding both technical and non-technical issues
• Demonstrated ability to drive and improve call center performance
• Experience with continuous improvement initiatives
• Proficiency with data analytics tools, including Excel and GSheets
• Positive attitude with resilience in dynamic operational conditions

Preferred Qualifications  

• Bachelor’s degree
• Experience managing support teams across multiple channels and developing strategies
• Proficiency in Call Center Management Tools, including Workforce Management, Quality Assurance, and Ticketing Systems
• Experience with advanced analytics tools, including proficiency with SQL

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