Program Manager, Escalation Management
Core
Orchestrate Instacart's response to critical escalations, including executive-raised issues and strategic retail partner problems, moving the model from reactive to proactive.
Role type
Senior Program Manager (Escalation Management)
Builds
A scalable escalation process and operating model for critical customer and partner issues
Domain
Grocery delivery / Customer Experience / Partner Operations
Deliverable
dashboards & analysis
Required skills
Program management, Escalation management, Cross-functional execution, SQL, Data visualization, Root cause analysis, SLA governance, Stakeholder management, Process design
Preferred skills
Product feedback writing, Incident management scaling, De-escalation strategies, Retail/grocery/e-commerce experience, CRM tools (Salesforce, JIRA, Slack)
Technologies
SQL, Looker, Mode, Tableau, Salesforce, JIRA, Slack
Responsibilities
Run the escalation operating rhythm (daily/weekly/monthly reviews), Manage a central tracker for escalation signals and root-cause actions, Define and maintain risk-detection signals for early intervention, Write SQL queries to investigate spikes and isolate root causes, Build dashboards tracking escalation volume and SLA adherence, Define and improve escalation intake and severity criteria
Seniority
Senior, hands-on IC
