Remote Escalation & CX Program Manager

Wwshemi; United States; Remote; USD 71,000 - 75,000; Full time

Job summary

Instacart seeks a Program Manager to orchestrate escalations from executive and strategic retail partners. You will define risk signals, build recovery paths, and drive data-backed product changes. This strategic, analytical role supports scalable escalation processes across CX, Product, Engineering, and Operations.

You will publish SLAs, track metrics, and present insights to leadership, while enabling proactive service recovery and root-cause analysis to prevent repeat issues.

Qualifications

• 5+ years of program or escalation management experience in CX, contact center, or partner operations.
• Proven ability to run cross-functional programs with named owners, published SLAs, and measurable outcomes.
• Hands-on analytical skills with SQL and visualization tools to find patterns and prioritize.
• Understanding of contact center metrics and related operational levers.
• Ability to identify root causes and recommend mitigation strategies.
• Experience building reporting used by executives for decision making.

Responsibilities

• Run the escalation operating rhythm end to end: daily case review, weekly escalation review, monthly business review, quarterly severity calibration.
• Maintain meeting hygiene: agendas, decisions logged, actions with owners and due dates.
• Manage a central tracker for escalation signals and root-cause actions with assigned owners.
• Publish and drive SLAs; report adherence, cycle time, and signal-to-action lag to leadership weekly.
• Define risk-detection signals for early intervention and design recovery paths for known risk vectors.
• Identify patterns across escalations and translate into effective solutions to reduce repeats.
• Drive cross-functional execution with Product, Engineering, Operations, and CX to ensure accountability.
• Write SQL queries to investigate spikes and support ad-hoc questions from leaders.
• Build dashboards and automated reporting tracking escalation volume and partner impact.
• Prepare leaders for partner meetings and incident readouts with quantified impact.
• Define and improve escalation intake, severity criteria, SLAs, and communication standards.
• Build repeatable processes that scale beyond the team.

Skills

SQL

Data analysis

Cross-functional leadership

Program management

Executive communication

Escalation management

Problem solving

Stakeholder management

Tools

Looker

Tableau

Mode

Job description

Instacart seeks a Program Manager to orchestrate escalations from executive and strategic retail partners. You will define risk signals, build recovery paths, and drive data-backed product changes. This strategic, analytical role supports scalable escalation processes across CX, Product, Engineering, and Operations.

You will publish SLAs, track metrics, and present insights to leadership, while enabling proactive service recovery and root-cause analysis to prevent repeat issues.