Senior Program Manager, Quality Assurance

ABOUT THE ROLE We're seeking a highly motivated Senior Program Manager, Quality Assurance to join Instacart's global Customer Experience organization. As a program manager and hands-on data analyst, you will be responsible for operating the Quality Assurance program, owning the operating rhythm, and building dashboards and analyses that turn raw audit data into actionable insights. This role requires excellent time-management, effective communication skills, strong SQL and dashboarding skills, and a passion for translating signals into measurable action. WHAT YOU'LL DO As a Senior Program Manager, Quality Assurance, you will be responsible for: - Operating the QA program, including cadences, service-level agreements, and cross-functional commitments - Building and maintaining QA dashboards and reporting that surface critical KPIs such as quality scores, customer sentiment, first contact resolution, and action SLA adherence - Writing SQL queries against contact and audit data to investigate spikes, isolate root causes, and answer ad-hoc business questions - Analyzing audit data, customer sentiment, and contact-driver patterns to identify systemic issues, calibration drift, and opportunities for contact prevention - Collaborating with cross-functional teams, including Engineering, Product, L&D, Automation, and Operations, to ensure every quality signal has a destination, every action has an owner, and every outcome is measured - Working with QA leadership, Product, Data Science, and cross-functional Analytics teams to understand quality trends, prioritize roadmap initiatives, and shape the future of AI-assisted auditing, rubric evolution, and contact-prevention work - Regularly communicating outcomes and insights to cross-functional stakeholders, including senior leadership, to guide strategic decision-making and drive process and performance improvement WHAT YOU'LL NEED - Excellent time-management and organizational skills - Effective communication and interpersonal skills for engaging with stakeholders at all levels - Strong SQL and dashboarding skills - Ability to build and maintain complex data analyses and visualizations - Passion for translating signals into measurable action - Experience with program management and analytics in a fast-paced environment - Strong collaboration and problem-solving skills WHY REMOTE Instacart is a Flex First team, which means we offer a flexible approach to where we work. Our employees have the flexibility to choose where they do their best work, whether it's from home, an office, or a coffee shop, while staying connected and building community through regular in-person events. BENEFITS - Flexible work arrangement - Competitive salary - Comprehensive health plan - Parental leave - Education stipend - Life insurance - Equipment stipend - Flexible schedule