This is a 6-month contracted position at Instacart with expectations to work 40 hours per week. This is a non-exempt position, paid hourly and eligible for additional hours as necessary.

About the Job 

  • Responsible for leading projects and work streams to meet goals and objectives with a high degree of precision while adapting to unexpected issues and proactively driving solutions
  • Ensure accurate and granular reporting on performance and QA for improvement areas
  • Develop deep subject matter expertise in Customer and Shopper Transactions
  • Create & maintain detailed documentation of operational procedures including regularly auditing current policies
  • Analyze problems logically with a focus on attention to detail while maintaining confidentiality 
  • Effectively communicate to cross-functional stakeholders new trends and unusual cases, helping size business impact and gain deep rooted buy-in for sustainable wins
  • Optimize supporting processes through multiple iterations, standardizing to the point of near-automation
  • Research and analyze data using internal and external tools to identify fraudulent activity and understand opportunities to minimize fraud and reduce unnecessary customer impact
  • Partner with internal stakeholders to ensure a high level of compliance, while also developing long-term sustainable solutions.
  • Resolve customer and shopper account issues through timely and effective responses


About You

Minimum Qualifications

  • Bachelor’s degree in Math, Economics, Finance, Business or other related field
  • 4-6 years work experience in a relevant field with demonstrated business acumen and a track record of leveraging data for business impact
  • Strong proficiency in Excel/Google Sheets
  • Demonstrated ability to effectively lead projects and work streams from inception to launch
  • High degree of ownership and accountability
  • Strong critical thinking and problem solving
  • Strong communication, writing, and attention to detail
  • Positive attitude and fortitude to work through ever-changing and dynamic operational conditions
  • Ability to resolve critical and sensitive issues quickly in a fast-paced environment
  • Ability to operate within a high degree of confidentiality
  • Experience in creating and improving processes

Preferred Qualifications

  • Dedication to providing white-gloved customer service
  • Strong understanding of SQL is a plus
  • Willingness to work weekends, evenings or holiday when necessary
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