Senior Program Manager, Quality Assurance

Minimum Qualifications

• Minimum 6–8 years of combined program management and analytical experience, preferably in customer experience, contact center operations, trust and safety, or comparable operational functions.
• Experience in Customer Experience, contact center, quality assurance, or trust and safety operations.
• Understanding of contact center metrics (quality scores, sentiment, first contact resolution, average handle time) and the operational levers that move them.
• Understanding of A/B testing and other forms of statistical analysis.
• Proficiency with AI tools (e.g., Claude, ChatGPT, Copilot) and a demonstrated ability to integrate them into day-to-day workflows.
• Demonstrated experience as both a program manager and a hands-on data analyst — not one supported by the other.
• High proficiency in SQL, with experience writing complex queries, joins, and optimizations against large datasets.
• Experience with analytical visualization tools such as Mode, Tableau, Looker, Sigma, or similar tools.
• Track record of building reporting and analytics that an executive audience actually uses to make decisions.
• Proven ability to run cross-functional programs with named owners, published service-level agreements, and measurable outcomes.
• Ability to identify potential root causes contributing to changes in quality and efficiency metrics and provide recommendations on mitigation strategy.
• Extremely strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences.
• Ability to work effectively with internal stakeholders, including data scientists, data engineers, and operational leaders. Work cross-functionally with Product, Engineering, Operations, and L&D to drive change.
• Excellent teamwork skills and desire to help others learn.
• High level of accountability and ownership — driven and focused self-starter.
• Strategic mindset — the ability to think ahead of where the program is at now and help stand up a new operating model rather than maintain an established one.

Preferred Qualifications

• Familiarity with QA operations: rubric design and calibration, auditor variance management, dispute workflows, and core quality scoring methodologies.
• Working knowledge of QA platforms such as Kaizo, MaestroQA, Playvox, or comparable tools.
• Exposure to LLM-assisted auditing, automated quality scoring, or other applied AI tooling within a customer experience context.
• Experience with R or Python (fluency in at least one preferred).
• Experience with experimentation, data modeling, ETL, and data pipeline development.

#LI-Remote

Instacart 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. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers 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.…