Senior Program Manager, Quality Assurance

ABOUT THE ROLE We are seeking a highly motivated Senior Program Manager, Quality Assurance to operate the Quality Assurance program for Instacart's global Customer Experience organization. This role is equal parts program management and analytics, requiring 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 own the operating rhythm of the QA program, including cadences, service-level agreements, and cross-functional commitments. You will personally build the dashboards, reporting, and analyses that turn raw audit data into insight the business acts on. Your responsibilities will include: - Operating the QA cadences end-to-end, including daily anomaly standups, weekly quality reviews, monthly business reviews, and quarterly rubric calibration sessions. - Managing the central tracker that captures every quality signal raised and routes it to a named owner across the five action workstreams. - Publishing and enforcing service-level agreements, and surfacing adherence, escalation cycle times, and signal-to-action lag to leadership weekly. - Collaborating with Engineering, Product, L&D, Automation, and Operations teams 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. - Building and maintaining QA dashboards and reporting that surface critical KPIs such as quality scores, customer sentiment, first contact resolution, average handle time, audit coverage, and action SLA adherence across the customer, retailer, and shopper pillars. - Writing SQL queries against contact and audit data to investigate spikes, isolate root causes, identify auditor variance, and answer ad-hoc business questions from CX, Product, and Operations leadership. - Analyzing audit data, customer sentiment, and contact-driver patterns to identify systemic issues, calibration drift, and opportunities for contact prevention. WHAT YOU'LL NEED - 5+ years of experience in program management, with a focus on quality assurance, customer experience, or a related field. - Strong SQL and dashboarding skills, with experience building and maintaining complex data visualizations. - Excellent time-management and communication skills, with the ability to effectively engage with stakeholders at all levels. - A passion for translating signals into measurable action, with a focus on driving quality, efficiency, and contact-prevention outcomes. - Experience working in a fast-paced, dynamic environment, with a focus on collaboration and cross-functional partnerships. WHY REMOTE Instacart is a Flex First team, meaning that we prioritize flexibility and work-life balance. As a remote employee, you will have the freedom to choose where you do your best work, whether that's from home, a coffee shop, or a co-working space. You will be expected to stay connected and engaged with your team through regular virtual meetings and collaboration tools. BENEFITS - Competitive salary and benefits package, including health