Senior Program Manager, Quality Assurance
Core
Operate the end-to-end Quality Assurance program for Instacart's global Customer Experience organization, combining program management cadences with hands-on data analysis to drive quality, efficiency, and contact-prevention outcomes.
Role type
Senior Program Manager, Quality Assurance (hands-on data analyst)
Builds
QA dashboards, reporting models, automated reporting systems, and forward-looking impact models for CX leaders
Domain
Grocery delivery / Customer Experience / Quality Assurance
Deliverable
dashboards & analysis
Required skills
Program management, SQL, data visualization (Mode/Tableau/Looker), statistical analysis (A/B testing), cross-functional stakeholder management, root cause analysis, SLA governance, AI tool integration
Preferred skills
QA operations (rubric design/calibration), QA platforms (Kaizo/MaestroQA/Playvox), LLM-assisted auditing, Python/R, ETL and data pipeline development
Technologies
SQL, Mode, Tableau, Looker, Sigma, Kaizo, MaestroQA, Playvox, Claude, ChatGPT, Copilot
Responsibilities
Operate QA cadences (daily/weekly/monthly/quarterly reviews), manage actions tracker and enforce SLAs, collaborate with Engineering/Product/L&D/Automation teams, build and maintain SSOT dashboards, write complex SQL queries for investigation, analyze audit data for systemic issues, develop impact modeling for ROI assessment, automate reporting systems
Seniority
Senior, hands-on IC
