Overview

Instacart's Customer Experience & Operations organization is at the heart of how we support the millions of customers, shoppers, and partners who rely on our platform every day. Within that organization, the CX Technology Programs team is responsible for driving the development and deployment of technology solutions that meaningfully improve the support experience at scale.

We are looking for a CX Technology Program Manager to join a small, high-impact team working at the intersection of automation, operations, and product execution. This role sits within a team of three — two individual contributors and a people manager — and will play a critical role in bringing structure, coordination, and momentum to an ambitious chatbot automation program. With 14 automations currently in active development across Shopper and Customer support programs and significant monthly cost savings on the line, this is a role where your work will have immediate, measurable business impact.

About the Job

• •Own end-to-end planning and coordination for a portfolio of chatbot automation initiatives spanning both Shopper and Customer support programs, ensuring timelines, dependencies, and stakeholders are aligned across concurrent workstreams.
• •Drive program execution in an environment where priorities shift and the roadmap evolves — you'll be the connective tissue between technical teams, operations, and leadership, keeping work moving and risks visible.
• •Build and maintain the operational infrastructure for the CX Technology Programs team, including program tracking, status reporting, and cross-functional communication rhythms that give stakeholders confidence in the work underway.
• •Partner closely with product, engineering, and CX operations teams to scope, sequence, and launch automation solutions, translating business goals into clear plans with defined milestones and accountability.
• •Identify gaps, surface blockers early, and propose solutions — this team is currently under-resourced on the planning and coordination side, and you will be stepping in to immediately add structure and move critical work forward.

Minimum Qualifications

• •5+ years of experience in program management, technical program management, or operations program management, ideally within a technology, e-commerce, or customer experience organization.
• •Demonstrated experience managing multiple concurrent programs with cross-functional stakeholders, including the ability to build and maintain program plans, track dependencies, and communicate status clearly to both technical and non-technical audiences.
• •Experience working on or alongside automation, AI, or chatbot technology programs, with a working understanding of how these solutions are scoped, built, and deployed in an operational context.
• •Proficiency with project and program management tools (e.g., Jira, Asana, Monday.com, or similar) and comfort using data to track progress and communicate impact.
• •Proven ability to operate independently and create structure in ambiguous environments, including stepping into under-resourced programs and quickly establishing clarity and momentum.

Preferred Qualifications

• •Experience working within a customer support or CX technology environment, with familiarity with support operations metrics, tooling ecosystems (e.g., Salesforce, Zendesk, or similar), or automation-driven cost reduction programs.
• •Background working in a high-growth or fast-paced technology company where priorities evolve quickly and cross-functional coordination spans multiple teams simultaneously.
• •Experience contributing to or managing programs with measurable financial impact, such as cost savings targets, efficiency initiatives, or automation ROI tracking.
• •Comfort engaging with technical concepts and product development processes, with the ability to have informed conversations with engineering and product partners without needing deep technical expertise yourself.

Compensation

This role is remote and open to candidates in Ontario, Alberta, British Columbia, and Nova Scotia. The base pay range for a successful candidate is $120,000 to $126,500 CAD. The role is also eligible for a new hire equity grant and annual refresh grants.