Position Summary:
Instacart Shift Leads are responsible for driving Instacart’s success inside the stores of our retail partners. In this role, you will exercise autonomy and use your owner-mindset to coach a team of in-store shoppers, maintain and improve in-store operations, optimizing for efficiency. You will manage day-to-day and on-the-ground operations in partnership with Operations Leadership, with a goal of delivering high-quality orders to customers in the most efficient way possible. If you are looking for a fast-paced, people-oriented, challenging and exciting place to grow your career, this is the place for you.
Key Responsibilities:
- Brainstorm new process improvements that will enhance the in-store shopping and customer experience
- Ensure orders are fulfilled accurately and to the highest standard of quality
- Enforce policies and handling in-store shopper violations and partner with local Operations Team to ensure personnel issues are escalated properly
- Maintain a comfortable in-store environment so that our shoppers can focus on their work
- Utilize existing resources, tools, and team members to quickly identify and solve any shopper, customer, or retailer issues
- Onboard new shoppers and provide continuous structured guidance and support to in-store shopper team—including actionable feedback for improvement—to help them achieve individual performance goals.
- Become the expert and go-to-resource on the Instacart in-store shopping process and store layout
- Maintain in-store equipment and staging areas and proactively troubleshoot any issues with service and repair vendors
- Build morale in-store and foster a collaborative, team-oriented work environment
- Exemplify the highest standards of professionalism and integrity to promote the culture, values, and mission of Instacart
Required Education & Experience:
- You have interpersonal and communication, organization, planning, and prioritization skills
- You possess strong motivational and leadership skills
- You are comfortable with challenging the status quo and being proactive in developing improvements to the in-store shopping and customer experience
- You are able to deliver customer service that exceeds customer needs
- You possess a mindset of resilience and perseverance
- You have experience and comfort with using metrics and dashboards to make decisions
- You have access to reliable transportation as Shift Leads may be required to travel between stores
- You have demonstrated poise when navigating critical conversations with peers, retailer partners, and in-store shoppers
- You have experience working with diverse teams
- You can be flexible: Shift Leads are required to report into one store; however, based on geographic locations, this might be subject to change