Instacart CX Platform Senior Manager

Location: Martensville

Transform customer support experiences at Instacart as a Senior Product Manager for the CX Platform focusing on Agentic Foundations. Leverage AI-driven strategies to optimize resolutions and enhance user interactions.

In this role, you will ensure the vision and execution of the CX orchestration platform. By effectively collaborating with engineering and data science, you will develop robust APIs and innovative knowledge systems that address customer needs and streamline operations. Your expertise in product management will be vital in creating a stable, effective environment for both AI and human agents.

Key Responsibilities:

• Define and drive the roadmap for CX orchestration and API foundations

• Build structured APIs for customer service processes

• Modernize and govern the Agent Knowledge Base architecture

• Facilitate rapid experimentation through a modular system

• Track and translate platform KPIs into business results

Requirements:

• Extensive product management experience, especially in platforms

• Excellent communication skills for diverse stakeholders

• Capacity to navigate uncertain, complex challenges

• Strong analytical skills for data-backed strategies

• Proficiency in API management and integration

Take charge of customer experience innovations with a strategic API focus at Instacart.
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