Senior Project Manager, CX PMO

Instacart is transforming the grocery industry by providing essential services for customers and shoppers. As a Senior Project Manager on the CX PMO team, you will lead the delivery of large strategic initiatives, collaborating with senior leaders across various departments to enhance operational effectiveness and drive alignment in an AI-first environment.

Responsibilities:

• Lead end-to-end delivery of Hero Projects and other L/XL initiatives — owning requirements gathering, planning, cross-functional execution, change management, and closure. Make judgment calls on scope, sequencing, and trade-offs across interconnected workstreams
• Drive the strategic initiatives that build, scale, and operationalize the PMO's AI-enabled operating model — including intake automation, capacity planning, portfolio dashboards, and the next wave of PM AI capabilities. Apply sophisticated problem-solving to challenges that don't yet have an established playbook
• Partner with senior leaders across CX, Product, Engineering, Tech Governance, BizSys, Legal, Security, and operational teams (Process, Content, L&D, Quality, WFM, Trust & Safety) to drive alignment, resolve conflicts, and unblock execution
• Build executive-ready decks, written updates, and visualizations that translate complexity for Director- and VP-level audiences. Own status reporting, metrics, and outcome storytelling — ensuring proper sign-off and visibility from leaders who need it
• Help elevate the team by recommending improvements to PMO standards, frameworks, and best practices — including the operational backbone for how AI scales PM work across the org
• Lead upstream planning before each half starts — ensuring scope, dependencies, and resourcing are locked before execution begins
• Manage dependencies and align resources across teams, influencing senior stakeholders without direct authority to proactively contribute to project success

Requirements:

• 5+ years of project management experience, ideally within a technology, operations, or customer experience organization
• Demonstrated success leading L/XL cross-functional programs end-to-end — including scope definition, dependency mapping, executive reporting, and risk management
• Track record of applying sophisticated problem-solving to ambiguous, interconnected challenges where the path forward isn't pre-defined
• Strong organizational and communication skills, with the ability to synthesize complexity for Director- and VP-level audiences
• Experience creating high-quality project artifacts (charters, project plans, status reports, risk logs, executive updates) and presenting them to senior leadership
• Proven ability to manage dependencies, track milestones, and deliver results on time in a fast-moving, ambiguous environment
• Bachelor's degree in a related field, or equivalent work experience
• 7+ years of progressive PM experience, including independent ownership of XL cross-functional programs
• Experience working in Customer Experience, SaaS, or e-commerce environments
• Hands-on experience with AI-enabled PM tooling, automation platforms, or scaling PMO capabilities through technology (e.g., Gumloop, Glean, AI copilots, intake automation, capacity planning tools)
• Familiarity with project management methodologies (Agile, Scrum, or Waterfall) and tools (e.g., Smartsheet, Asana, Jira, or similar)
• Prior experience supporting enterprise-scale system implementations or CX technology rollouts (e.g., Salesforce, Genesys)
• Strong stakeholder management skills, with experience influencing senior leaders and driving alignment across competing priorities
• PMP, CSM, or other project management certification
• Experience contributing to or building PMO standards, frameworks, or governance models
• Track record of scaling PMO operations through automation, AI, or process innovation