OVERVIEW
About the Role
The Product Operations Manager will work cross functionally to own change management being driven by product, drive the feedback loops to support continuous improvement, and be the voice of Care which includes our customers, shoppers, and retailers.
Additionally, the role will gain a deep understanding of the operational areas that they work closely with to ensure the product organization understands and supports both business and Customer needs.
ABOUT THE JOB
- Establish, drive and continuously improve processes that ensure our customers, shoppers, support, and Care operations teams are informed of and well-prepared for product-driven changes
- Develop operational playbooks to implement product strategy and manage complex projects through execution to excellence
- Ensure functional stakeholders are aligned on key objectives for product changes
- Advise product teams on feasibility of initiatives throughout the entire product lifecycle
- Create feedback channels that ensure problem areas are identified during testing and launch
- Identify and track success metrics to measure project performance related to product changes
- Deeply understanding trends in Customer contacts and translate findings into actionable insights for product teams
- Make recommendations rooted in data to support the continuous improvement of the customer experience within your product domains
- Develop relationships with and maintain regular communications with key stakeholders throughout the organization
- Effectively present insights and influence outcomes with key stakeholders at all levels to support meaningful impact to Instacart’s business (e.g., Product, Operations, Engineering, Legal, Executives and other cross-functional teams)
- Be the voice of our community during product development and performance tracking
ABOUT YOU
Minimum Requirements
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- BA/BS degree with 7+ years of operations strategy, product management, business consulting, finance, or similar analytical roles
- 5+ years of cross-functional project management and leadership experience
- Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
- Ability to leverage data to inform and support critical decisions with 2+ years of experience of SQL and advanced querying skills
- Previous experience working with and impacting user experience
- Power user status in Microsoft Excel/Powerpoint or Google Sheets/Slides
- Demonstrated ability to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
- Experience with and strong ability to formulate and present analyses and business cases to both technical and non-technical stakeholders
- Ability to foster collaboration and facilitate teamwork
- Highly motivated self-starter with a desire to grow and learn
Preferred Requirements
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- Prior experience working with customer feedback data and leveraging insights to drive product enhancements
- Experience working in a consumer technology company
- Experience working with a multi-sided marketplace
- Proficiency in writing ChatGPT prompts, leveraging AI, and architecting automation
