Program Manager – Escalation Management

Instacart

. Run the escalation operating rhythm end to end, including daily case reviews, weekly escalation reviews, monthly business reviews, and quarterly severity-criteria calibration .

Posted 10/30/2026full-timeRemote • United StatesMid-LevelSenior💰 $71,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in escalation management and cross-functional program execution, utilizing strong SQL skills and visualization tools to drive data-informed decisions. Capable of building scalable processes and reporting frameworks that enhance customer experience and operational efficiency.

Highest-signal resume keywords

Escalation ManagementSQL ProficiencyCross-Functional Program ExecutionCustomer Experience MetricsDashboard Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLEscalation ManagementProgram ManagementRoot Cause AnalysisData Reporting

Soft Skills

Excellent CommunicationStrategic MindsetSound JudgmentHigh AccountabilitySelf-Starter

Tools & Technologies

LookerModeTableauSalesforceJIRASlack

Industry Keywords

Customer ExperienceContact CenterPartner OperationsIncident ManagementE-Commerce

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Run the escalation operating rhythm end to end, including daily case reviews, weekly escalation reviews, monthly business reviews, and quarterly severity-criteria calibration
Maintain meeting agendas, decision logs, and assigned action items with owners and due dates
Manage a central tracker for escalation signals and root-cause actions
Publish and drive SLAs; report adherence, escalation cycle time, and signal-to-action lag to leadership weekly
Define and maintain risk-detection signals for early intervention
Design recovery paths for known risk vectors
Identify and size escalation patterns by frequency and impact, turning them into solutions that reduce repeat issues
Drive cross-functional execution with Product, Engineering, Operations, and Customer Experience
Write SQL queries to investigate spikes, isolate root causes, and answer ad-hoc leadership questions
Build and maintain dashboards and automated reporting for escalation volume, resolution time, recurring themes, SLA adherence, and partner impact
Prepare leaders for partner meetings, business reviews, and incident readouts with quantified impact
Define and improve escalation intake, severity criteria, SLAs, and communication standards
Build repeatable processes that scale beyond the team
Report to the Senior Manager of Customer Experience

Requirements

What you’ll need

5+ years of program or escalation management experience, preferably in customer experience, contact center, or partner operations
Proven ability to run cross-functional programs with named owners, published service-level agreements, and measurable outcomes without direct authority
Strong SQL and experience with visualization tools such as Looker, Mode, Tableau, or similar
Understanding of contact center metrics, including Consumer Sentiment, first contact resolution, average handle time, and Internal Quality Score
Ability to identify root causes behind metric changes and recommend mitigation strategies
Track record of building executive-use reporting
Excellent written and verbal communication
Sound judgment in escalation decisions and ability to navigate ambiguity and shifting priorities
Strategic mindset and ability to help establish a new operating model
High accountability, ownership, and self-starter approach
Preferred: experience writing product feedback or change requests accepted and shipped by Product teams
Preferred: experience building or scaling escalation or incident-management processes
Preferred: experience with de-escalation strategies and customer relationship management
Preferred: experience with retail, grocery, e-commerce, or marketplace partners
Preferred: familiarity with Salesforce, JIRA, Slack, and similar tools

Benefits

Comp & perks

Flexible work location: home, office, or favorite coffee shop
Regular in-person events
New hire equity grant
Annual refresh grants
Market-competitive compensation and benefits