Instacart · 3 hours ago
Capacity Planning Analyst - Customer Experience
United States
Full-time
Remote
Mid Level
$113K/yr - $125K/yrInstacart is transforming the grocery industry, focusing on providing exceptional service to customers. As a Capacity Planning Analyst, you will ensure optimal resource allocation and operational excellence within the Customer Experience Organization, impacting millions of customers through data-driven decision-making.
Delivery ServiceE-CommerceGroceryShopping
Responsibilities
Design, build, and maintain sophisticated capacity models that enable data-driven resource allocation decisions
Lead ongoing capacity planning initiatives to ensure optimal staffing levels across all channels and time zones
Partner closely with Vendor Managers, Business Process Outsourcer (BPO) Workforce and Operations teams to align on forecasts, schedules, and resource needs
Monitor and manage intraday patterns to respond proactively to volume fluctuations and service level requirements
Distribute monthly forecasts and outlooks to BPO partners within contractual agreements
Oversee administrative functions within our workforce management tool, ensuring data integrity and system optimization
Deliver weekly reporting and readouts that provide actionable insights to leadership and stakeholders
Proactively identify opportunities for process improvements and efficiency gains that enhance both the customer and employee experience
Qualification
Required
Bachelor's degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience
Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization
Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, and Atlassian tools
Vast experience with data analysis tools and forecasting methods to drive reliable predictions
Proficiency in SQL for sophisticated database management and data analysis
Highly skilled in communicating effectively with all levels of the organization, with the ability to translate complex data into clear insights
Comfortable navigating ambiguous situations with an ownership mentality and bias to action
Preferred
Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning strategies
Experience building dashboards and data visualizations using tools like Tableau, Looker, or Mode
Experience in high-volume, multi-channel contact center environments (phone, chat, email, social media)
Experience managing workforce planning during peak seasonal periods or rapid business growth
Knowledge of statistical programming languages such as Python or R for advanced workforce analytics
Benefits
Eligible for a new hire equity grant as well as annual refresh grants
Company
Instacart
Instacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers.
Founded in 2012
1001-5000 employees
H1B Sponsorship
Instacart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (122)
2024 (179)
2023 (114)
2022 (160)
2021 (170)
2020 (59)
Funding
Current Stage
Public CompanyTotal Funding
$2.92BKey Investors
T. Rowe PriceTiger Global ManagementD1 Capital Partners
2023-09-19IPO
2021-11-01Private Equity· $232M
2021-09-05Secondary Market
Leadership Team
Chris Rogers
Chief Executive Officer
Brandon Leonardo
Co-Founder
Recent News
FundersClub
2025-12-29
2025-12-24
Company data provided by crunchbase