Offer summary

Qualifications:

Bachelor’s degree or equivalent experience in operations or fulfillment environment., Experience in data synthesis and analysis to identify trends and improvement opportunities., Strong critical thinking and problem-solving skills, with attention to detail., Ability to communicate effectively with stakeholders and adapt to a rapidly-changing environment..

Key responsabilities:

Monitor and investigate fluctuations in key performance metrics in real-time.

Act as the 'air traffic controller' for fulfillment quality assurance and address operational issues.

Support new service launches and provide feedback to cross-functional teams for system improvements.

Respond to operational disruptions and activate stakeholders to resolve issues promptly.

Job description

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role - As a Marketplace Operations team member, you will identify and correct defects and disruptions in the marketplace. You will be challenged to make decisions on both a tactical & strategic level, taking calculated steps to prepare for and/or react to anything that may potentially impact operations. Some examples include extreme weather, systems outages, store services changes, product releases, and shopper availability. The Marketplace Operations team operates 365 days per year, on a rotational basis, from 5:30AM-8PM Pacific daily.

About the Team - The Marketplace Operations team is responsible for monitoring daily operations in real time across North America. We focus on proactive quality management, real-time quality management, and protecting the marketplace from disruptions. Each team member supports growth and retention through live quality monitoring. This is a rare opportunity to work in a highly cross-functional environment and drive tangible impact at the company level.

About the Job

Monitor fluctuations and outliers in key performance metrics across the marketplace; investigate root causes and escalate problems - all in real-time
Serve as the “air traffic controller” for real-time fulfilment quality assurance by implementing systems settings to address late deliveries, shopper availability, safety issues, and more
Monitor day-to-day marketplace metrics across multiple regions simultaneously, ensuring high levels of efficiency, quality, and shopper availability
Occasionally communicate with shoppers to troubleshoot live problems
Support and monitor new service launches that impact shoppers or retailers, in real-time
Provide critical feedback to and work directly with cross-functional teams to continuously improve system performance & execution
Identify and research upcoming events that may impede operations and devise effective countermeasures to mitigate
Respond quickly to disasters in order to ensure shopper safety while keeping customer promises
Promptly speak up about intraday issues impacting the marketplace to activate the right stakeholders to correct the problem, activating established playbooks when appropriate.

About You

Minimum Qualifications

Bachelor’s degree or equivalent experience, ideally in an operations or fulfillment environment
Experience synthesizing and analyzing data to identify trends & improvement opportunities
Demonstrated ability to think critically and solve urgent problems creatively
Ability to communicate succinctly and effectively with key stakeholders across multiple channels
Impressive multi-tasking skills and keen attention to detail
A hunger to spot inefficiencies and improve processes
Ability to process information quickly and implement effective countermeasures
Flexibility to work in a rapidly-changing environment
Positive, team-oriented mindset and willingness to jump in to help wherever and whenever needed
Willing to work a schedule that includes nights, weekends, and holidays
Passion for the customer, shopper, and retailer experience
Desire to engage with various AI tools to create new efficiencies and automations

Preferred Qualifications

Advanced experience with Excel/Google Sheets
Knowledge and experience with SQL
Familiarity with Salesforce or other CRM
Understanding of marketplace businesses

#LI-REMOTE

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ

$76,000—$84,000 USD

$73,000—$81,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$69,000—$77,000 USD

All other states

$63,000—$70,000 USD

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