Senior Program Manager - Quality Assurance

2d2 days ago

Instacart

US · Full-time · $122,000 – $155,000

About this role

We are seeking a highly motivated program manager who is also a hands-on data analyst to operate the Quality Assurance program for Instacart’s global Customer Experience organization. This role is equal parts program management and analytics.

You will own the operating rhythm of the QA program including cadences, service-level agreements, and cross-functional commitments. You will personally build the dashboards, reporting, and analyses that turn raw audit data into insight the business acts on.

The Quality Assurance team ensures every customer, retailer, and shopper interaction meets the bar set for the global CX organization. We evaluate quality across every channel, analyze trends to provide early warning, and route every signal to a named owner across five action workstreams.

This role reports to the Sr. Manager, Quality Assurance and works closely with Performance Management, Learning & Development, Automation Engineering, Operations, Policy, Product, and the broader Analytics organization at Instacart.

Requirements

Excellent time-management skills
Effective communication skills for engaging with stakeholders at all levels
Strong SQL and dashboarding skills
Passion for translating signals into measurable action

Responsibilities

Operate the QA cadences end-to-end including daily anomaly standups, weekly quality reviews, monthly business reviews, and quarterly rubric calibration sessions.
Maintain meeting hygiene with agendas, decisions logged, and action items assigned with clear owners and due dates.
Manage the central tracker that captures every quality signal raised and routes it to a named owner across the five action workstreams.
Build dashboards, reporting, and analyses that turn raw audit data into insight the business acts on.
Drive both quality and efficiency outcomes for CX through strong cross-functional partnerships with Product, Engineering, Operations, Legal, and L&D teams.