Boundlessfellows
Manager, CX Consumer Vanguard
Boundlessfellows, Trenton, New Jersey, United States,
We're transforming the grocery industryAt 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 teamThere’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.
About the TeamStep 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 JobLead and motivate Customer Experience Specialists in a dynamic, fast-paced environment to achieve operational KPIsDefine strategic initiatives to deliver exceptional service and develop processes and policies that elevate performance standardsManage and resolve escalated issues through collaboration with cross-functional teams, providing clear updates to leadershipCoach the team to deliver empathic and exceptional support to consumersIntegrate efforts across shifts to enhance performance and disseminate best practicesDevelop and assess new processes and improvements to deliver optimal consumer outcomesIdentify root causes and propose solutions to enhance team accuracy, productivity, and qualityAct as a subject matter expert and key contact for internal stakeholders to bridge the gap between the frontline and leadershipCultivate a culture that prioritizes the customer, including hands-on frontline support when necessary
About YouMinimum Qualifications6+ years of experience, including 3+ years of leading teams at a 2nd line levelProven leadership in a high-volume, fast-paced customer support environmentStrong communication skills for interacting with all levels of leadershipExcellent organizational and analytical problem-solving skillsStrong critical thinking regarding both technical and non-technical issuesDemonstrated ability to drive and improve call center performanceExperience with continuous improvement initiativesProficiency with data analytics tools, including Excel and GSheetsPositive attitude with resilience in dynamic operational conditions
Preferred QualificationsBachelor’s degreeExperience managing support teams across multiple channels and developing strategiesProficiency in Call Center Management Tools, including Workforce Management, Quality Assurance, and Ticketing SystemsExperience with advanced analytics tools, including proficiency with SQL
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. 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. For US based candidates, the base pay ranges for a successful candidate are listed below:CA, NY, CT, NJ$119,000 — $132,000 USD
WA$114,000 — $127,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI$109,000 — $121,000 USD
All other states$99,000 — $110,000 USD#J-18808-Ljbffr
About the TeamStep 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 JobLead and motivate Customer Experience Specialists in a dynamic, fast-paced environment to achieve operational KPIsDefine strategic initiatives to deliver exceptional service and develop processes and policies that elevate performance standardsManage and resolve escalated issues through collaboration with cross-functional teams, providing clear updates to leadershipCoach the team to deliver empathic and exceptional support to consumersIntegrate efforts across shifts to enhance performance and disseminate best practicesDevelop and assess new processes and improvements to deliver optimal consumer outcomesIdentify root causes and propose solutions to enhance team accuracy, productivity, and qualityAct as a subject matter expert and key contact for internal stakeholders to bridge the gap between the frontline and leadershipCultivate a culture that prioritizes the customer, including hands-on frontline support when necessary
About YouMinimum Qualifications6+ years of experience, including 3+ years of leading teams at a 2nd line levelProven leadership in a high-volume, fast-paced customer support environmentStrong communication skills for interacting with all levels of leadershipExcellent organizational and analytical problem-solving skillsStrong critical thinking regarding both technical and non-technical issuesDemonstrated ability to drive and improve call center performanceExperience with continuous improvement initiativesProficiency with data analytics tools, including Excel and GSheetsPositive attitude with resilience in dynamic operational conditions
Preferred QualificationsBachelor’s degreeExperience managing support teams across multiple channels and developing strategiesProficiency in Call Center Management Tools, including Workforce Management, Quality Assurance, and Ticketing SystemsExperience with advanced analytics tools, including proficiency with SQL
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. 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. For US based candidates, the base pay ranges for a successful candidate are listed below:CA, NY, CT, NJ$119,000 — $132,000 USD
WA$114,000 — $127,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI$109,000 — $121,000 USD
All other states$99,000 — $110,000 USD#J-18808-Ljbffr