Senior Project Manager, CX PMO

About the role

Instacart’s Customer Experience (CX) Project Management Office (PMO) is looking for a Senior Project Manager to drive large‑scale, strategic initiatives that shape the way millions of customers and shoppers interact with the platform. You will own end‑to‑end delivery of “Hero” projects and AI‑foundational programs, working with senior leaders across CX, Product, Engineering and Tech Governance.

Key responsibilities

• Lead the planning, execution and delivery of extra‑large, cross‑functional programs from concept to launch.
• Ensure initiatives are completed on time, within scope and with the rigor required for measurable outcomes.
• Partner closely with senior managers, directors and VP‑level stakeholders to align priorities and secure resources.
• Drive the adoption of AI‑enabled operating capabilities and help scale the PMO’s processes.
• Provide clear governance, reporting and risk management for all assigned workstreams.

Required profile

• Proven experience managing complex, high‑impact projects in a fast‑moving, technology‑focused environment.
• Strong ability to navigate ambiguity and make decisions without a predefined playbook.
• Excellent stakeholder management and communication skills at senior leadership levels.
• Track record of delivering results that directly influence customer and shopper experiences.

Required skills