This role is for a highly motivated and self-directed individual who is looking to make an impact on the way consumers shop via our cutting edge e-commerce platform and working with retailers across the world. You will be obsessed with creating a great experience for our retailers and our customers.

ABOUT THE ROLE

• Responsible for end-to-end management of onboarding and supporting partners on the Instacart platform 
 
• Provide direction and leadership to the TAM team
 
• Attract, hire, train, and retain high-performing catalog operations professionals
 
• Build and foster strong relationships with retail partners and serve as an escalation point for challenging issues
 
• Provide real-time solutions to retail partner issues, with the ability to work with imperfect information
 
• Manage relationships with executive stakeholders at retail partners
 
• Work collaboratively with Business Development, Product Management, and Engineering to continually improve the retailer experience and launch process
 
• Lead the team in problem-solving, diagnosing issues, conducting root cause analysis, and generating corrective action plans for issues
 
• Identify key challenges across all product lines, and advocate for solutions with our retail partners and internal stakeholders
 
• Lead internal projects to improve launch and post-launch processes 

ABOUT YOU

• 7+ years of work experience in eCommerce merchandising, catalog operations, or technical account management 
 
• Experience in a customer/client-facing environment is required
 
• Experience working in retail, eCommerce, or a consumer-facing industry is highly preferred
 
• 3+ years of people management experience is preferred 
 
• Passion for eCommerce and understanding consumer behaviour
 
• Experienced in leading internal and external conversations with stakeholders at all levels - C-suite, VP, Director, and Manager peers 
 
• Excellent project management skills and ability to balance competing priorities
 
• Ability to quickly understand and confidently translate complex concepts to non-technical and executive audiences
 
• Strong analytical skills and sense of ownership
 
• Proven experience working cross-functionally
 
• A Bachelor’s degree in Computer Science, Computer Engineering, Business/Commerce, or equivalent experience 
 
• Advanced skills in SQL and Microsoft Excel are a plus 
 
• Able to balance business needs, a sense of urgency, with shipping high quality and pragmatic solutions
 
• Experience in building and maturing technical teams and establishing processes