Customer Experience Capacity Planning Analyst

Customer Experience Capacity Planning Analyst

We’re transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and were building the team to help push our shopping cart forward. If youre ready to do the best work of your life, come join our table.

Instacart is a Flex First team

Theres no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best workwhether its from home, an office, or your favorite coffee shopwhile staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role

At Instacart, we are on the lookout for a detail-oriented and strategically minded Customer Experience Capacity Planning Analyst to drive the operational efficiency and cost-effectiveness of our services. You will take on the essential tasks of analyzing workforce metrics, forecasting labor demands, and working cross-functionally with internal Operations partners, Vendor Managers, and Business Process Outsourcers. Your analytical and strategic contributions will significantly impact the quality of service we provide to our customers.

About the Team

As a key member of our Workforce Operations Team, you will help shape processes and directly contribute to the strategic success within our Customer Experience Organization. This vibrant and dedicated team of workforce professionals plays a crucial role in optimizing operational efficiencies across our global network, ensuring our ability to serve generously and grow collaboratively.

About the Job

• Gather and analyze historical data on performance, demand patterns, and business cycles.
• Develop and maintain statistical models to predict future workload and resource needs.
• Forecast staffing requirements based on business goals and anticipated demand.
• Manage outsourcer relationships and performance from a Workforce Management perspective, ensuring all plans are executed flawlessly.
• Effectively communicate plans and updates to forecast to all relevant stakeholders.
• Generate reports on key metrics such as forecast accuracy, staffing to requirement, and agent occupancy.
• Identify areas for process improvement to enhance workforce efficiency
• Duties, responsibilities, and daily activities may change over time as the needs of the organization evolve.

About You

Minimum Qualifications

• Educational Background: Bachelors degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience.
• Relevant Experience: Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization.
• Technical Proficiency: Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, Atlassian, etc.
• Communication Skills: Highly skilled in communicating effectively with all organization levels.
• Miscellaneous: Comfortable in ambiguous situations, possess strong levels of ownership and bias to action

Preferred Qualifications

• Advanced Data Analysis: Experience with data analysis tools and forecasting methods.
• SQL Knowledge: Proficiency in SQL for sophisticated database management and data analysis.
• CRM Integration: Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning.

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ

$113,000$125,000 USD

WA

$108,000$120,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$104,000$115,000 USD

All other states

$94,000$104,000 USD