Be an early applicantLess than 25 applicants

Company

Instacart · 7 hours ago

Director of Customer Experience Technology Enablement

United States

Full-time

Remote

Director/Executive

$195K/yr - $262K/yr

10+ years exp

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Delivery ServiceE-Commerce

H1B Sponsor Likely

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Responsibilities

Oversee the implementation of complex integrations, including new AI tools and other enablement tools that lay the groundwork for our support and operations organizations.

Lead a talented team of strategists and program managers responsible for managing our chatbot, CRM, and contact center tooling, as well as formulating future enablement strategies.

Define tooling requirements and future vision based on inputs and long-term planning of the core & future business strategy.

Serve as a key liaison and partner with product and engineering teams, ensuring seamless development and execution of tools and implementations critical to our mission.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Enablement systemsContact center toolingCustomer relationship management softwareLeadership experienceArtificial intelligence toolingLean Six Sigma certificationTechnical program managementOperational metrics designSoftware engineering backgroundExecutive communication skills

Required

Possess a Bachelor’s degree or equivalent practical experience; an MBA is preferred.

Bring over 10 years of leadership and execution experience, with profound expertise in enablement systems, contact center tooling, customer service excellence, and customer relationship management software.

Demonstrated capability in managing and leading teams of subject matter experts to high performance.

Understanding and experience piloting as well as scaling artificial intelligence tooling at an enterprise level.

A strong commitment to delivering exceptional customer service and operational execution, striving for a culture of excellence.

The ability to independently define and execute on a visionary and strategic level, including on a technical & executional level, comfortable with the ambiguity and rapid changes typical of a startup environment.

Deep expertise in designing and interpreting operational and financial metrics to drive substantive business results, coupled with executive-level written and verbal communication skills.

Preferred

Previous experience at a major service provider to contact centers.

Technical program management experience.

Background in software engineering.

Benefits

New hire equity grant

Annual refresh grants

Company

Instacart

Glassdoor

3.6

Instacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers.

Founded in 2012

San Francisco, California, USA

1001-5000 employees

https://www.instacart.com

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

2023 (82)

2022 (148)

2021 (232)

2020 (86)