Program Manager – Escalation Management

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🏈 Alabama, Alaska, +27 more states – Remote

🏈 Alabama – Remote 🐻 Alaska – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🌶️ New Mexico – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $71k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Instacart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🍽️ Food & Beverage

📦 Logistics

🛍️ eCommerce

💰 $232M Venture Round on 2021-11

Food & Beverage • Logistics • eCommerce

Instacart is a company that offers a flexible approach to work while transforming the grocery industry. It provides an essential service by delivering groceries and household goods to customers' doors in as little as 30 minutes. Instacart offers safe and flexible earning opportunities to personal shoppers and tackles challenges such as rerouting deliveries during snowstorms and connecting customers with coupons and deals. It aims to be the operating system for the grocery industry, thus helping customers save time for other activities. Instacart emphasizes diversity, equity, and belonging in its work culture.

📋 Description

• Run the escalation operating rhythm end to end, including daily case reviews, weekly escalation reviews, monthly business reviews, and quarterly severity-criteria calibration • Maintain meeting agendas, decision logs, and assigned action items with owners and due dates • Manage a central tracker for escalation signals and root-cause actions • Publish and drive SLAs; report adherence, escalation cycle time, and signal-to-action lag to leadership weekly • Define and maintain risk-detection signals for early intervention • Design recovery paths for known risk vectors • Identify and size escalation patterns by frequency and impact, turning them into solutions that reduce repeat issues • Drive cross-functional execution with Product, Engineering, Operations, and Customer Experience • Write SQL queries to investigate spikes, isolate root causes, and answer ad-hoc leadership questions • Build and maintain dashboards and automated reporting for escalation volume, resolution time, recurring themes, SLA adherence, and partner impact • Prepare leaders for partner meetings, business reviews, and incident readouts with quantified impact • Define and improve escalation intake, severity criteria, SLAs, and communication standards • Build repeatable processes that scale beyond the team • Report to the Senior Manager of Customer Experience

🎯 Requirements

• 5+ years of program or escalation management experience, preferably in customer experience, contact center, or partner operations • Proven ability to run cross-functional programs with named owners, published service-level agreements, and measurable outcomes without direct authority • Strong SQL and experience with visualization tools such as Looker, Mode, Tableau, or similar • Understanding of contact center metrics, including Consumer Sentiment, first contact resolution, average handle time, and Internal Quality Score • Ability to identify root causes behind metric changes and recommend mitigation strategies • Track record of building executive-use reporting • Excellent written and verbal communication • Sound judgment in escalation decisions and ability to navigate ambiguity and shifting priorities • Strategic mindset and ability to help establish a new operating model • High accountability, ownership, and self-starter approach • Preferred: experience writing product feedback or change requests accepted and shipped by Product teams • Preferred: experience building or scaling escalation or incident-management processes • Preferred: experience with de-escalation strategies and customer relationship management • Preferred: experience with retail, grocery, e-commerce, or marketplace partners • Preferred: familiarity with Salesforce, JIRA, Slack, and similar tools

🏖️ Benefits

• Flexible work location: home, office, or favorite coffee shop • Regular in-person events • New hire equity grant • Annual refresh grants • Market-competitive compensation and benefits

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