Overview

About the Role 

As the Director of Customer Experience Enablement, you will be at the helm of driving the tooling and enablement strategy for our esteemed Customer Experience organization. This pivotal role involves executing complex implementations, spearheading new tool launches in collaboration with the engineering team, defining tooling requirements based on business strategy, and maintaining an effective feedback loop from teams utilizing these tools. This feedback is crucial for the continual evolution and improvement of our tooling capabilities, thereby enhancing our overall service delivery.

About the Team

The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else.

About the Job

In this dynamic role, you will:

• Oversee the implementation of complex integrations, including new AI tools and other enablement tools that lay the groundwork for our support and operations organizations.
• Lead a talented team of strategists and program managers responsible for managing our chatbot, CRM, and contact center tooling, as well as formulating future enablement strategies.
• Define tooling requirements and future vision based on inputs and long-term planning of the core & future business strategy
• Serve as a key liaison and partner with product and engineering teams, ensuring seamless development and execution of tools and implementations critical to our mission.

About You

Minimum Qualifications

• Possess a Bachelor’s degree or equivalent practical experience; an MBA is preferred.
• Bring over 10 years of leadership and execution experience, with profound expertise in enablement systems, contact center tooling, customer service excellence, and customer relationship management software.
• Demonstrated capability in managing and leading teams of subject matter experts to high performance.
• Understanding and experience piloting as well as scaling artificial intelligence tooling at an enterprise level.
• A strong commitment to delivering exceptional customer service and operational execution, striving for a culture of excellence. Lean Six Sigma or similar certification is preferred.
• The ability to independently define and execute on a visionary and strategic level, including on a technical & executional level, comfortable with the ambiguity and rapid changes typical of a startup environment.
• Deep expertise in designing and interpreting operational and financial metrics to drive substantive business results, coupled with executive-level written and verbal communication skills.

Preferred Qualifications

• Previous experience at a major service provider to contact centers.
• Technical program management experience.
• Background in software engineering.

This role is designed for a visionary leader who is ready to make a significant impact at Instacart, driving our mission forward with innovative solutions and a strong focus on operational excellence.