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Instacart

Allows customers to order groceries from their favorite local stores and have them delivered instantly.

Training Manager
San Francisco, CA, US
Job Description / Skills Required

Every few years, a company appears that transforms an industry. Instacart has the chance to be one of those companies, and you could be one of the early people that shape Instacart and help us change the way people shop. In a few short years we've launched same-day delivery in more than 150 major US markets and have sold and delivered more than $1B in grocery products.

Instacart is a technology company that offers a platform connecting grocery shoppers with customers -- the only one affording delivery in as little as one hour. By combining a personal touch with cutting-edge technology, Instacart offers customers a simple solution to save time and buy directly from the retailers they trust. We give customers back their time so they can do more of what they love.

Our Community Operations team provides high quality phone and email support to both our customer and shopper communities. We are looking for a Training Lead who is passionate about providing high quality support to our community. The Training Lead will own our agent training program, including design, deployment and evaluation. You will work directly with leadership to understand the key issues and opportunities for improvement.



Every day we solve incredibly hard problems to create an experience for our customers that is absolutely magical. Join us!



What You'll Be Doing

Provide the strategic roadmap for onboarding, training and developing our Community Support teams

Lead all planning, curriculum development and implementation of training programs

Evaluate the effectiveness of training activities in relation to business goals

Identify progressive tools and technology enablers that will improve effectiveness of training classes

Own the reporting and communication of training performance metrics to all the relevant stakeholders

Coordinate training schedule for new agent hires, both insourced and outsourced

Manage and prioritize inbound requests from cross functional stakeholders leading initiatives that impact our support experience

Manage 1 associate to assist in achieving the training vision


Qualifications

3-5 years of experience in building and scaling learning and development programs

Experience developing learning strategies that include digital learning

Experience managing a vendor training program to ensure quality agent onboarding experience

Impeccable written and verbal communication skills, meticulous attention to detail

Experience defining, tracking, and reporting metrics on the effectiveness of content

Understanding of and appreciation for best-in-class customer experience

Strong leadership skills and ability to take initiative

Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment

Bachelor’s degree or equivalent



What We'll Set You Up With

Talented and collaborative coworkers who will both push and support you
Market competitive salary and equity
Medical, dental, vision benefits and 401(k) retirement plan
Take what you need vacation (and we really mean it)
16 weeks maternity leave / 8 weeks paternity leave so you can truly bond with your child
Complimentary Instacart Express membership — so you can use our product without paying a delivery fee