Program Manager, Community Experience Operations

We're transforming the grocery industryAt Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.Instacart is a Flex First team There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.OverviewAbout the Role - We are seeking a results-oriented Program Manager to drive community engagement through strategic program development, vendor partnerships, and data-driven optimization. In this role, you will design and execute recognition initiatives, manage end-to-end vendor relationships including merchandising programs, and recruit participants for high-impact company initiatives such as advisory groups and panels.This position requires analytical capabilities to define KPIs, analyze program performance, and optimize programs based on metrics and member feedback. You'll facilitate cross-functional collaboration while streamlining operations through process improvement and automation technologies.The ideal candidate combines program management expertise with vendor relations experience, thrives in ambiguous environments with shifting priorities, and is passionate about creating scalable systems that drive measurable improvements in community engagement. You should be comfortable presenting insights and recommendations to senior management while maintaining a solution-oriented approach to complex operational challenges.About the Team - The Community and Engagement team enables positive member experiences through proactive community health monitoring, collaborative problem-solving, and cross-functional partnerships to create solutions that drive engagement and satisfaction.Our core capabilities include personalized engagement programs, retention-focused activations, community insights gathering, self-service solutions, and program consultation. We track key metrics like sentiment, engagement, and support needs to enable team success and drive measurable business improvements.About The JobDevelop and execute recognition initiatives that drive community engagement and loyalty using established playbooks and creating new standard operating proceduresDrive research and data analysis to inform engagement strategies and shape future program developmentDefine KPIs for programs and pilots, analyze results, and optimize program designs based on performance metrics and member feedbackManage end-to-end vendor partnerships to drive community engagement, including contract negotiations, ongoing relationship management, and joint campaign developmentLead Instacart's merchandising program, aligning team objectives with shopper, consumer, retailer, and employee needs through strategic vendor partnershipsMonitor merchandising performance, budget allocation, and inventory levels while forecasting future operational requirementsRecruit, vet, and manage participants for company programs including focus groups, advisory panels, executive meetings, and other strategic initiatives.Function as subject matter expert, collaborating with cross-functional teams to identify and engage appropriate program participantsStreamline operations by optimizing workflows, resolving inefficiencies, and implementing automation technologies to enhance program scalability and efficiencySupport community moderation efforts to foster positive engagementCross-Functional Collaboration: Lead collaboration across CXO, Product, Marketing, and Comms teams ensure alignment and robust execution of engagement initiativesAbout YouMinimum Qualifications5+ years experience in developing and managing cross-functional programs with ability to manage multiple projects simultaneouslyStrong communication and organizational skills with ability to articulate ideas and recommendations to senior managementSolution-oriented mindset with ability to proactively identify opportunities and work effectively in ambiguous environments with shifting prioritiesComfort working with data to inform business decisions and create reportsExperience facilitating meetings and managing stakeholder expectations across internal and external partnersPreferred QualificationsExperience with vendor management and procurement processesFamiliarity with project management tools (e.g., Jira, Asana, Sheets) and basic analyticsBackground in program planning, risk analysis, and process improvement initiativesExperience in community engagement, recognition programs, or partnership managementExperience with process automation tools to streamline workflows and improve operational efficiencies.Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.For US based candidates, the base pay ranges for a successful candidate are listed below.CA, NY, CT, NJ$115,000—$128,000 USDWA$111,000—$123,000 USDOR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI$106,000—$118,000 USDAll other states$95,000—$106,000 USD