Overview

Instacart’s Customer Experience (CX) Platform powers how we support tens of millions of customers and hundreds of thousands of shoppers across a complex marketplace. We’re building an AI-native, vendor-agnostic, API-first orchestration platform that delivers world-class support at scale—and we’re hiring a Senior Product Manager to lead the Agentic Foundations that make this vision real.

You will join the Application Platform team and partner closely with engineering, design, data science, and customer support operations in a highly collaborative, fast-moving environment. With a cross-functional group of about 20 teammates, you’ll define the foundational APIs, data models, knowledge systems, and agent harnesses that enable both human and AI agents to resolve issues quickly, consistently, and reliably. If you’re excited by high-leverage platform work, clarity of vision, and measurable impact, this role offers the opportunity to shape Instacart’s next generation of CX.

About the Job

In this role, you will own the end-to-end product vision and roadmap for the CX orchestration platform and the underlying agentic API platform and agent systems. You thrive in ambiguity, communicate with precision, and drive impact through crisp prioritization and execution.

• Own the Agentic Foundations vision, strategy, and multi-year roadmap; define a north star for an AI-native CX foundation—vendor-agnostic, API-first, and policy-consistent—while setting quantified targets for self-serve resolution rate, agent handle time, and platform reliability.
• Design and scale the API and data foundation that powers every CX surface, including structured APIs for refunds, cancellations, credits, redelivery, identity, order actions, a unified contact/case data model, and a policy engine that ensures consistent outcomes across channels.
• Modernize the Agent Knowledge Base for an LLM-first world by establishing structure, governance, lifecycle, semantic retrieval, and citation patterns—closing the loop between policy, knowledge, and resolution behavior through continuous feedback mechanisms.
• Champion a vendor-flexible, AI-native architecture so switching or layering new AI harnesses is a configuration change—not a multi-quarter migration—enabling rapid experimentation and resilience.
• Define and own platform KPIs (e.g., API coverage, latency, reliability, percent of CX operations exposed via standardized APIs, time-to-integrate a new surface) and translate them into business outcomes (self-serve resolution rate, AHT, cost per contact).
• Partner across engineering, design, data science, and CX operations to launch iteratively, run controlled pilots with BPO partners, and scale globally while maintaining reliability, compliance, and security.

About You

You combine platform PM rigor with a sharp eye for downstream customer and operator impact. You communicate crisply so engineers, BPO leaders, and executives align on the same vision, and you’re energized by the leverage that comes from owning the foundational layer that many teams build upon.

Minimum Qualifications

• 6+ years of product management experience, including 3+ years owning platform, API, or infrastructure products serving multiple internal or external surfaces.
• Proven track record shipping API-first platforms or orchestration layers, data labeling systems, or human-in-the-loop AI harnesses that other teams built on, with measurable outcomes in adoption, developer velocity, and reliability.
• Hands-on experience with LLM-powered products, agentic systems, or AI/ML platforms, including data modeling for AI consumption (e.g., LLM-readable knowledge, structured tool definitions, context contracts).
• Demonstrated ability to define product vision and strategy independently, build conviction with leadership, and drive a multi-year roadmap anchored by quantified goals and clear KPIs.
• Strong cross-functional influence across engineering, operations, vendor management, legal, and finance, aligning multiple stakeholder groups to a single roadmap.
• Comfort with data and experimentation, including proficiency with SQL or equivalent, A/B testing, and instrumentation to size opportunities, validate hypotheses, and measure impact.

Preferred Qualifications

• Experience building for operational users (BPO and in-house specialists), including workflows, policies, and guardrails.
• Familiarity with PII, privacy, and compliance considerations for customer support data.
• Exceptional storytelling and communication skills for executive and cross-functional alignment.
• Background working in large-scale marketplaces, support platforms, or customer service tooling.

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