Training Manager, Customer Experience
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
The Customer Experience Training Manager will be responsible for leading efforts to create and facilitate best-in-class training programs and content. You will work closely with team members across different levels and tenures to design and deliver impactful training sessions to improve knowledge gaps, quality of customer interactions, and efficiency of agent day-to-day operations. Additionally, you will collaborate with and support our external partner teams to ensure consistent processes and quality across the enterprise. This is an excellent opportunity for a training professional with diverse experience in instructional design and building content.
About the Team
The L&D Team is dedicated to creating and delivering learning solutions that drive Instacart’s success when assisting our Consumers, Shoppers, Retailers and International Business Partners
About the Job
Lead, coach, and enhance the skills and product knowledge of training facilitators to achieve our strategic training vision.Develop and execute a strategic roadmap for onboarding, training, and continuous development of Customer Experience Support teams globally.Lead the design, implementation, and optimization of impactful learning programs, including onboarding and continuous training sessions for new and existing team members.Define and analyze critical metrics for training activities to measure effectiveness and drive continuous improvement efforts.Identify and implement progressive tools and technology enablers that enhance the effectiveness and efficiency of training classes.Collaborate closely with Vendor Management teams to ensure consistency in learning development and knowledge retention across the enterprise.
About You
Minimum Qualifications
- 10+ years of Customer Support experience
- Minimum 5+ years in training and development, preferably within a contact center environment or tech industry.
- 5+ years of experience as a people leader
- 5+ years of experience in curriculum design/developmentUnderstanding of industry learning trends and best practices, adult learning theory, and instructional design principles
- Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
- Strong organizational and project management skills, with the ability to manage multiple priorities and stakeholders simultaneously
- Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
Preferred Qualifications
- Worked within multichannel support operations (voice, chat, email, sms)
- Experience in startups, marketplaces, or e-commerce
- You have familiarity with working with large, diverse customer support, and operations organizations
- Extensive understanding of agent tools, processes, and best practices in customer support operations.
- Experience developing training in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences
- Bachelor’s degree in Education, Business Administration, or a related field; advanced degree or certifications in Training and Development
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For US based candidates, the base pay ranges for a successful candidate are listed below.
CA, NY, CT, NJ: $141,000—$157,000 USD
WA: $136,000—$151,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $130,000—$144,000 USD
All other states: $117,000—$130,000 USD
Instacart is a hybrid remote team. Most of our roles are open to in-office, flex, or remote work. Learn more about our flexible approach to where we work.
No matter what you bring to the potluck, there’s a seat at the table for you. We celebrate the unique and diverse paths, perspectives and experiences that you may bring to Instacart.
Accommodations & Accessibility
At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.
Equal Opportunity
Instacart is an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, color, creed, religion, national origin, age, sex and gender, gender expression and gender identity, sexual orientation, marital status, ancestry, physical or mental disability, military and veteran status, or any other characteristic protected by law.
For Colorado applicants, pursuant to the Colorado Job Application Fairness Act, you may omit or redact information identifying age, date of birth, and/or dates of attendance at or graduation from an educational institution in your resume and/or application.