The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.
The ideal Process Improvement Analyst will develop, implement, and manage processes and drive improvements to support that impacts the service we provide across the vast Instacart network. You will work directly with leadership to understand the key issues and opportunities for process improvement through data analysis, reporting, and testing and drive significant financial benefits.
ABOUT THE JOB
Design and deploy scalable support processes to drive consistency and quality across all support interactions
Identify process automation/improvement opportunities and work with cross-functional teams to implement initiatives
Determine business needs and scalable solutions to solve process issues through observation and analysis
Lead projects and establish objectives and outcomes to achieve superior process metrics
Present your findings compellingly to leaders and stakeholders from across the organization using a blend of art and science
Applies advanced Six Sigma principles (DMAIC approach, SIPOC, Process Capability, Root Cause Analysis, Normal and Non-Normal data Statistical Analysis, Failure Modes and Effects Analysis, Design of Experiments) to process improvement.
Drive financial benefits from the process improvement initiatives
Bachelor's degree in Industrial Engineering, Technology or Business Administration and 5 years of progressively responsible post-baccalaureate experience in continuous improvement
At least 3 years of work experience using statistical analysis
Experience working with process mapping tools like Visio, lucid chart
Passion for improving processes with creative solutions
Experience with SQL
Ability to influence leadership internally and externally with vendor partners
Excellent verbal and written communication skills, including high-level presentation skills
Data driven approach to problem solving
Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
Proven track record of driving customer satisfaction improvements with vendor partners
Contact center experience managing processes
Six Sigma Green Belt or Black Belt Certification
Experience with visualization tools like tableau, periscope
Employer will assist with relocation costs.
Internal Number: R006296
Instacart is an American company that operates a grocery delivery and pick-up service in the United States and Canada. The company offers its services via a website and mobile app. The service allows customers to order groceries from participating retailers with the shopping being done by a personal shopper.