Program Manager, Escalation Management

We are seeking a Program Manager to orchestrate how Instacart responds to its most critical escalations, including executive-raised issues and issues from our most strategic retail partners. When something is urgent, ambiguous, and spans multiple teams, you bring clarity, drive resolution, and make sure it doesn’t happen again. This role reports to the Senior Manager of Customer Experience.

You’ll be responsible for moving our model from reactive to proactive. That means defining the risk signals that trigger early intervention, building recovery paths for known risk vectors, and turning recurring issues into data-backed product change requests.