Remote Escalation Program Manager

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

Job summary

Instacart is seeking a Program Manager to orchestrate executive escalations and strategic partner issues. You will define risk signals, design recovery paths, and drive data-backed improvements across Product, Engineering, and CX teams.

This role focuses on building scalable processes and measurable outcomes. You will lead end-to-end escalation operations, publish SLAs, and report on cycle times to senior leaders.

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 and published SLAs.
• Hands-on analytical skills with SQL and data visualization tools.
• Understanding of contact center metrics and operational levers.
• Ability to identify root causes and recommend mitigation strategies.

Responsibilities

• Run escalation operating rhythm end to end: daily/weekly/monthly reviews and calibration.
• Maintain tight meeting hygiene: agendas, decisions, owners, due dates.
• Manage a central escalation tracker with signals, root causes, and owners.
• Publish and drive SLAs; report adherence and cycle times to leadership.
• Define risk signals for early intervention and recovery paths for known risks.
• Identify frequency/impact patterns and drive cross-functional solutions.
• Write SQL queries to investigate spikes and answer ad-hoc questions.
• Build dashboards and automated reporting on escalation volume, time to resolution, and partner impact.
• Prepare leaders for partner meetings with clear, quantified impact.
• Define and improve escalation intake, severity criteria, SLAs, and communication standards.

Skills

SQL

Data analysis

Cross-functional leadership

Executive communication

Ambiguity navigation

Education

Bachelor's degree or equivalent

Tools

Looker

Tableau

Power BI

JIRA

Salesforce

Job description

Instacart is seeking a Program Manager to orchestrate executive escalations and strategic partner issues. You will define risk signals, design recovery paths, and drive data-backed improvements across Product, Engineering, and CX teams.

This role focuses on building scalable processes and measurable outcomes. You will lead end-to-end escalation operations, publish SLAs, and report on cycle times to senior leaders.