{"id":3557228,"url":"https://alion.io/job/instacart-program-manager-escalation-management","title":"Program Manager, Escalation Management","company":{"id":4349,"name":"Instacart","domain":"instacart.com","url":"https://alion.io/company/instacart","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":83,"open_postings":22,"ghost_share":0,"stale_share":0.682,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":71000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Looker","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-30T21:42:38Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-04T00:41:18Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"We're transforming the grocery industry\nAt Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.\nInstacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.\nInstacart is a Flex First team\nThere’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work-whether it’s from home, an office, or your favorite coffee shop-while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.\nOverview\nWe are seeking a Program Manager to orchestrate how Instacart responds to its most critical escalations, including executive-raised issues and issues from our most strategic retail partners. When something is urgent, ambiguous, and spans multiple teams, you bring clarity, drive resolution, and make sure it doesn’t happen again. This role reports to the Senior Manager of Customer Experience.\nYou’ll be responsible for moving our model from reactive to proactive. That means defining the risk signals that trigger early intervention, building recovery paths for known risk vectors, and turning recurring issues into data-backed product change requests. This is a strategic and analytical role for a resourceful professional with strong judgment under pressure. It is critical for building a scalable escalation process that earns the trust of internal stakeholders and key retail partners.\nThe Customer Experience team ensures that critical issues affecting our retailers, customers, and shoppers are resolved quickly and permanently. The team operates globally across a network of BPO partners and works closely with Product, Engineering, Operations, and Business Development to provide immediate resolution and address systemic root cause issues.\nAbout the Job\nProgram Operations & SLA Governance:\nRun the escalation operating rhythm end to end: daily case review, weekly escalation review, monthly business review, and quarterly calibration of severity criteria.\nKeep meeting hygiene tight: agendas, decisions logged, and action items assigned with named owners and due dates.\nManage a central tracker that captures every escalation signal and root-cause action and routes each to a named owner.\nPublish and drive SLAs, and report adherence, escalation cycle time, and signal-to-action lag to leadership weekly. [Targets to be set]\nProactive Service Recovery:\nDefine and maintain risk-detection signals that support early intervention.\nDesign recovery paths for known risk vectors, so issues are resolved before users have to escalate.\nRoot-Cause & Program Delivery:\nIdentify and size the frequency and impact of patterns across escalations, and turn them into effective solutions that reduce repeat issues.\nDrive cross-functional execution with Product, Engineering, Operations, and the rest of Customer Experience so every signal has a destination, every action has an owner, and every outcome is measured.\nData, Analytics & Reporting:\nWrite SQL queries to investigate spikes, isolate root causes, and answer ad-hoc questions from CX, Product, and Operations leaders.\nBuild and maintain dashboards and automated reporting tracking escalation volume, time to resolution, recurring themes, SLA adherence, and partner impact.\nPrepare leaders for key partner meetings, business reviews, and incident readouts with clear, quantified impact.\nProcess & Playbook:\nDefine and improve escalation intake, severity criteria, SLAs, and communication standards.\nBuild repeatable processes that scale beyond the team.\nAbout You\nMinimum Qualifications\n[5+] years of program or escalation management experience, preferably in customer experience, contact center, or partner operations.\nProven ability to run cross-functional programs with named owners, published service-level agreements, and measurable outcomes, without direct authority in fast-moving, high-pressure situations.\nHands-on analytical skills, including strong SQL and experience with visualization tools (e.g., Looker, Mode, Tableau, or similar) to find patterns and prioritize.\nUnderstanding of contact center metrics (e.g., Consumer Sentiment, first contact resolution, average handle time, Internal Quality Score) and the operational levers that move them.\nAbility to identify the root causes behind changes in key metrics and recommend a mitigation strategy.\nTrack record of building reporting that an executive audience actually uses to make decisions.\nExcellent written and verbal communication, including the ability to synthesize complex topics into a compelling narrative for executives and external partners.\nSound judgment on what to escalate, to whom, and when, and the ability to navigate ambiguity and shifting priorities, including direct conversations with upset customers, shoppers, and partners.\nStrategic mindset: able to think ahead of where the program is today and help stand up a new operating model rather than maintain an established one.\nHigh accountability and ownership, with a driven, self-starter approach.\nPreferred Qualifications\nExperience writing product feedback or change requests that Product teams accepted and shipped.\nExperience building or scaling an escalation or incident-management process.\nExperience with de-escalation strategies, including customer relationship management.\nExperience with retail, grocery, e-commerce, or marketplace partners.\nFamiliarity with tools like Salesforce, JIRA, Slack, etc.\nHighly collaborative, with a track record of building trust across teams and a desire to help others learn.\nInstacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.\nOffers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.\nFor US based candidates, the base pay ranges for a successful candidate are listed below.\nAL, AK, AZ, AR, FL, GA, ID, IN, IA, KS, KY, LA, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, SC, SD, TN, UT, WV, WI, WY\n$71,000—$75,000 USD","description_format":"text","description_chars":6913,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United 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