The Customer Experience team is Instacart's voice, supporting real-time calls and chats from customers, shoppers, and retail partners. The Operations team supports Instacart’s mission by driving strategy, planning, and execution across all sides of our marketplace. Together, we’re shaping the future of online grocery. By blending service excellence with data-driven insights, we deliver seamless support, solve systemic issues, and create moments of delight—ensuring every interaction strengthens our community and deepens customer loyalty.

Team highlights

Customer Experience

The Customer Experience (CX) team ensures top-tier support across Instacart’s four-sided marketplace of retailers, shoppers, customers, and advertisers. This team is at the forefront of delivering AI-enabled support and leveraging advanced technology, including an in-house chatbot and agent systems, to solve critical problems. The team delivers excellence, all while collaborating cross-functionally to adapt to our dynamic business needs.

Operations

Operations is at the forefront of accelerating the future of grocery and delivering long-term impact for our business. This team empowers shoppers, enables retailer ops, and drives innovation to exceed customer expectations for online grocery, retail, and other areas of our business. By optimizing core marketplace processes, we ensure seamless execution across Instacart's ecosystem.

“The Operations team is the bread & butter of Instacart! I love that I can mix strategic data insights, gut instincts, and relationship-building to directly impact our retail partner's success.”

Rebecca YounisSenior Manager, Partner Ops

“I love working on the Central Ops team – we have such amazing team players who are always willing to help each other out, which benefits both our team culture and the business.”

Keller RiedelCX Technical Governance Program Manager

“I have had the honor of working alongside some of the most passionate, tenacious, intelligent and kind folks. Instacart attracts top talent who embody our core values on and off the clock. There's not a minute that goes by that I'm not eternally grateful for my team and the opportunities I've had!”

Asia YepezExpansions & Workforce Relations Sr. Program Manager

“If you want to take on challenges alongside other great people, this is the place to be. I’ve been at Instacart for over 3 years and it never gets boring. Every day something new and exciting can happen.”

Jesse Goldberg Customer Experience Retail Operations Manager

"One of my favorite things about working on Field Operations is creating programs that directly impact Instacart’s hardworking shoppers. It is invigorating to gather feedback from shoppers and create concrete programs to address their needs."

Grace DoverSenior Manager, Shopper Learning

“I love being on the Field Ops Team because I'm able to build customer-focused teams and develop the future market leaders of Instacart.”

Jesse CarabeauCity Manager, Greater DC Area

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