Senior Product Manager, Customer Identity & Care

San Francisco, CA

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OVERVIEW

Every year, people across the world spend nearly one trillion dollars on groceries. Groceries are a vital part of our lives, but shopping for them hasn’t fundamentally changed since the first supermarket opened 100 years ago.

Food is sustenance, but it’s also much more than that. Food can be a part of a daily ritual or a special moment that resonates with people on a meaningful and emotional level. It can be a much-needed break in a long day, a taste that brings back memories, a creative experiment, a shared meal with loved ones, or even comfort during a hard time. Whether it’s a special occasion or an everyday occurrence, it should always be easy for people to get the ingredients they need.

The Instacart Product Team is dedicated to making grocery shopping effortless for everyone. By helping take care of the shopping, we help people get great food and give them back time so they can do what matters most to them. We’re finding solutions to large-scale challenges that will forever change the way people feed themselves and their loved ones.

We're building a team of incredibly talented product leaders to define and execute on our vision of being the world leader in online grocery. You'll work among star engineers, designers, data scientists, and operators in a fast-growing environment. The role demands a mix of principled thinking, well-honed product sense, and technical depth.

About the Customer Identity & Care Team

We're looking for a Product Manager to join our Customer Identity team, which specializes in identifying and building solutions to top customers pain points. The Customer Identity team focuses on 2 primary product areas:

  1. Help: Enable customers to get answers to their questions however and wherever they use Instacart
  2. Trust & Safety: Ensure the ongoing stability of the Instacart Platform

You will work closely with your fellow product managers to make sure Customers can easily get answers to their questions. Across multiple platforms (native, desktop, mobile web) you will guide the product vision for how to deliver useful help content as well as how to connect customers with the Instacart Care team. You will lead efforts to identify product opportunities based on customer contacts, making sure Instacart is always improving to address the customers feedback.

You will also partner with Instacart’s Trust & Safety team to identify the biggest opportunities to make Instacart a safe platform. This involves building products and processes for how to detect and prevent fraud while maintaining the integrity of the Instacart platform for shoppers, customers and retailers. Additionally you will develop timely meaningful and coordinated resolutions to ongoing threats to Instacart.

ABOUT THE JOB

  • Lead a cross-functional team of engineering, design, research, data science, operations, marketing, local markets, and more.
  • You'll drive product definition, strategy, and long term vision for initiatives across audiences of our 4-sided marketplace, connecting customers, shoppers, retailers, and advertisers
  • Identify the biggest problems to solve. Drive new feature development from start to finish
  • Run user research, usability studies, data-driven experiments to inform product direction
  • Build, measure, and iterate rapidly
  • Consistently integrate behavior data and customer feedback into key product decisions
  • Communicate product plans, benefits and results to all audiences - within teams, company, to users, press etc.

ABOUT YOU

  • 4+ years in Product Management at a technology company
  • Experience building cross-platform experiences (native, mobile web, desktop)
  • Experience delivering impactful products and features that are heavily informed by data as well as user research
  • Demonstrated ability to solve complex problems by creating customer-first solutions and thinking from first principles
  • Strong data driven problem solving skills
  • Passion for building products that unlock value for people who are not power users
  • Experience influencing the Executive Team members on key strategy and cross-functional initiatives

ABOUT INSTACART

Founded in 2012, Instacart is a leader in North American online groceries and one of the fastest-growing companies in e-commerce. Our same-day delivery and pickup services bring everyday essentials and fresh groceries to consumers in the U.S. and Canada in as fast as an hour. We have partnered with more than 350 beloved national, regional and local retailers to deliver from more than 25,000 stores across more than 5,500 cities in North America.

We believe that great people are the ingredients for success. We like to think that we are like a potluck—everyone brings something new, different and flavorful to the table. We believe that just as meals are best shared together, success is best shared together. Our mix of thoughtful, inventive and neighborly employees work together to deliver our common goal: to create a world where everyone has access to the food they love and more time to enjoy it together. If this resonates with you, then Instacart just might be the place for you.

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