Program Manager, Escalation Management

We're transforming the grocery industry

Instacart is a Flex First team

We are seeking a Program Manager to orchestrate how Instacart responds to its most critical escalations, including executive-raised issues and issues from our most strategic retail partners. When something is urgent, ambiguous, and spans multiple teams, you bring clarity, drive resolution, and make sure it doesn’t happen again. This role reports to the Senior Manager of Customer Experience.

You’ll be responsible for moving our model from reactive to proactive. That means defining the risk signals that trigger early intervention, building recovery paths for known risk vectors, and turning recurring issues into data-backed product change requests. This is a strategic and analytical role for a resourceful professional with strong judgment under pressure. It is critical for building a scalable escalation process that earns the trust of internal stakeholders and key retail partners.

The Customer Experience team ensures that critical issues affecting our retailers, customers, and shoppers are resolved quickly and permanently. The team operates globally across a network of BPO partners and works closely with Product, Engineering, Operations, and Business Development to provide immediate resolution and address systemic root cause issues.

Program Operations & SLA Governance:

• Run the escalation operating rhythm end to end: daily case review, weekly escalation review, monthly business review, and quarterly calibration of severity criteria.
• Keep meeting hygiene tight: agendas, decisions logged, and action items assigned with named owners and due dates.
• Manage a central tracker that captures every escalation signal and root-cause action and routes each to a named owner.
• Publish and drive SLAs, and report adherence, escalation cycle time, and signal-to-action lag to leadership weekly. [Targets to be set]

Proactive Service Recovery:

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