Senior Program Manager, Quality Assurance - name

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 - 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 — cadences, service-level agreements, and cross-functional commitments — and you will personally build the dashboards, reporting, and analyses that turn raw audit data into insight the business acts on. This role requires excellent time-management, effective communication skills for engaging with stakeholders at all levels, strong SQL and dashboarding skills, and a passion for translating signals into measurable action.

About the Team - The Quality Assurance team within Customer Experience is responsible for ensuring every customer, retailer, and shopper interaction meets the bar we set for the global CX organization. We operate the feedback loop that turns support interactions into measurable improvements across the business: we evaluate quality across every channel, analyze trends and outliers to provide early warning, and route every signal to a named owner across five action workstreams (performance management, learning and development, automation, process, and product feedback). By fostering strong cross-functional partnerships with Product, Engineering, Operations, Legal, and L&D teams, we drive both quality and efficiency outcomes for CX.

This role reports to the Sr. Manager, Quality Assurance, who oversees the QA strategy and execution across all CX pillars. The Senior Program Manager will work closely with Performance Management, Learning & Development, Automation Engineering, Operations, Policy, Product, and the broade