Senior Product Manager, Agentic Foundations

Instacart is transforming the grocery industry by providing essential services for customers and personal shoppers. They are seeking a Senior Product Manager to lead the development of an AI-native, vendor-agnostic, API-first orchestration platform for customer experience, focusing on defining product vision, strategy, and roadmap.

Responsibilities:

• 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

Requirements:

• 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
• 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