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.
Overview
About the Role - We are seeking a Shopper Product Manager to own the vision and execution of how we give shoppers and customers fair and efficient resolutions when orders do not go to plan. You will own the customer experiences, intelligent systems, and supporting workflows that allow us to act on customer order issues and optimize appeasement and refund spend each year.
About the Team - The Shopper Team provides high quality, fast, and reliable fulfillment for Customers, creates competitive and reliable earnings opportunities for Shoppers, and enables omni-channel, flexible and efficient fulfillment services for our retail partners. We work closely with engineering, machine learning, operations, design data science, research and cross functional teams across the company, to deliver a growing range of high quality products and solutions.
About the Job
- Lead a cross-functional team of engineering, machine learning, data science, operations, design, research, marketing, and more
- Drive product definition, strategy, and long term vision for initiatives across shoppers, customers and retailers
- Identify the biggest problems and drive new feature development from start to finish
- Run user research, usability studies, data-driven experiments to inform product direction
- Work closely with Customer Support org to improve the support experience across our marketplace
- Partner with Engineering, Machine Learning, Design and Data Science teams to build, experiment, iterate and launch product features and optimization models that can strike the right balance between efficiency and user experience in key areas such as chat automation and appeasements
- Consistently integrate behavior data and customer feedback into key product decisions
- Communicate product plans, benefits and results to all audiences - within teams, company, to users, press etc.
About You
Minimum Qualifications
- Proven track record of delivering impactful consumer products, leveraging data and user experience considerations
- Demonstrated ability to solve complex problems involving nuanced tradeoffs by crafting data informed solutions and thinking from first principles
- Experience partnering deeply with partners across different functions such as Operations, Machine Learning and Business Development
- Demonstrated ability to balance short term execution with long term strategy
Preferred Qualifications
- Experience in ecommerce or marketplaces
- Experience partnering with ML, leveraging LLMs
- Experience in building and executing on multi-year strategy
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.
For US based candidates, the base pay ranges for a successful candidate are listed below:
- CA, NY, CT, NJ: $187,000 — $208,000 USD
- WA: $180,000 — $200,000 USD
- OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $172,000 — $191,000 USD
- All other states: $156,000 — $173,000 USD
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