Senior Program Manager, Quality Assurance

This is a fully remote position, open to applicants in California, +18 more states.

📋 Description

• Oversee the entire QA process from start to finish — including daily anomaly standups, weekly quality reviews, monthly business reviews, and quarterly rubric calibration sessions. Ensure meeting organization: agendas, documented decisions, and action items assigned to specific owners with clear deadlines.

• Administer the central tracker that logs every quality signal reported and assigns it to a designated owner across five action workstreams. Publish and uphold service-level agreements; report adherence (target ≥95%), escalation cycle times (target ≤7 days), and signal-to-action lag (target ≤5 days) to leadership on a weekly basis.

• Collaborate with Engineering, Product, Learning & Development, Automation, and Operations teams to guarantee every quality signal has a clear destination, every action is assigned to an owner, and every outcome is evaluated.

• Partner with QA leadership, Product, Data Science, and cross-functional Analytics teams to analyze quality trends, prioritize roadmap projects, and influence the future of AI-assisted auditing, rubric development, and contact-prevention efforts.

• Consistently communicate findings and insights to cross-functional stakeholders, including senior leadership, to inform strategic decision-making and enhance process and performance improvements.

• Create and manage QA dashboards and reports that highlight essential KPIs such as quality scores, customer sentiment, first contact resolution, average handle time, audit coverage, and adherence to action SLAs across customer, retailer, and shopper categories.

• Develop SQL queries for contact and audit data to investigate anomalies, pinpoint root causes, identify auditor discrepancies, and respond to ad-hoc business inquiries from Customer Experience, Product, and Operations leadership.

• Examine audit data, customer sentiment, and contact-driver patterns to uncover systemic issues, calibration drift, and opportunities for preventing contacts.

• Collaborate with Data Science, the broader Analytics team, and QA leaders to design dashboards and reporting models that present a cohesive view of QA performance across contacts. Work in tandem with Operations and Legal teams to fulfill reporting requirements and audit necessities.

• Conduct forward-looking analyses (“if we implement action X, what outcomes can we expect in metric Y”) to support quarterly goal-setting and ROI evaluation for QA-driven initiatives.

• Establish automated reporting systems to keep Customer Experience and operations leaders updated on trends, variations, and opportunities across regions, pillars, and channels.

⛳️ Requirements

• A minimum of 6–8 years of combined program management and analytical experience, ideally within customer experience, contact center operations, trust and safety, or similar operational roles.

• Experience in Customer Experience, contact center, quality assurance, or trust and safety operations.

• Familiarity with contact center metrics (quality scores, sentiment, first contact resolution, average handle time) and the operational levers that influence them.

• Knowledge of A/B testing and various forms of statistical analysis.

• Proficient with AI tools (e.g., Claude, ChatGPT, Copilot) and a proven ability to integrate them into daily workflows.

• Demonstrated experience as both a program manager and a hands-on data analyst — each role supporting the other.

• High proficiency in SQL, with experience in writing complex queries, joins, and optimizations on large datasets.

• Familiarity with analytical visualization tools such as Mode, Tableau, Looker, Sigma, or similar platforms.

• Proven track record of developing reporting and analytics that are actively utilized by executives for decision-making.

• Demonstrated ability to manage cross-functional programs with designated owners, published service-level agreements, and quantifiable outcomes.

• Capability to identify potential root causes affecting quality and efficiency metrics and offer recommendations for mitigation strategies.

• Exceptional verbal and written communication skills, including the capacity to distill complex topics and craft compelling narratives for diverse audiences.

• Ability to collaborate effectively with internal stakeholders, including data scientists, data engineers, and operational leaders. Work cross-functionally with Product, Engineering, Operations, and Learning & Development to facilitate change.

• Strong teamwork skills and a desire to assist others in learning.

• High level of accountability and ownership — a driven and focused self-starter.

• Strategic mindset — the ability to anticipate future program needs and contribute to establishing a new operating model rather than merely maintaining the existing one.

🏝️ Benefits

• Instacart offers highly competitive compensation and benefits tailored to each location where our employees are based.

• This position is eligible for a new hire equity grant as well as annual refresh grants.