Senior CX Automation Program Manager

Instacart; United States; Remote; USD 122,000 - 155,000; Full time

Job summary

Instacart is seeking a CX Technology Program Manager to lead a high-impact chatbot automation program at scale. You will coordinate end-to-end planning across Shopper and Customer support, aligning technical teams, operations, and leadership to deliver measurable cost savings and improved experiences.

You will partner with product, engineering, and CX operations to scope, sequence, and launch automation solutions while maintaining program infrastructure and stakeholder communications.

Qualifications

• 5+ years of program management experience in tech, ecommerce, or CX.
• Proven ability to manage multiple cross-functional programs with clear status updates.
• Experience with automation, AI, or chatbot tech in operations.
• Proficient in PM tools (Jira/Asana/Monday.com) and data-driven progress reporting.
• Ability to create structure in ambiguous, under-resourced programs.

Responsibilities

• Own end-to-end planning for chatbot automation initiatives across Shopper and CX programs.
• Drive program execution amid shifting priorities and evolving roadmaps.
• Build and maintain operational infrastructure for tracking, reporting, and communications.
• Partner with product, engineering, and CX operations to scope and launch automation solutions.
• Identify blockers and bring structure to move critical work forward.

Skills

Program management

Cross-functional collaboration

Automation/AI experience

Jira/Asana/Monday.com

Independent in ambiguity

Tools

Jira

Asana

Monday.com

Salesforce

Zendesk

Job description

Instacart is seeking a CX Technology Program Manager to lead a high-impact chatbot automation program at scale. You will coordinate end-to-end planning across Shopper and Customer support, aligning technical teams, operations, and leadership to deliver measurable cost savings and improved experiences.

You will partner with product, engineering, and CX operations to scope, sequence, and launch automation solutions while maintaining program infrastructure and stakeholder communications.