Training Manager, Customer Experience

July 16, 2026

Other Jobs To Apply

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 we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s 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 work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role -

The Customer Experience Training Manager will be responsible for leading efforts to create and facilitate best-in-class training programs and content. You will work closely with team members across different levels and tenures to design and deliver impactful training sessions to improve knowledge gaps, quality of customer interactions, and efficiency of agent day-to-day operations. Additionally, you will collaborate with and support our external partner teams to ensure consistent processes and quality across the enterprise. This is an excellent opportunity for a training professional with diverse experience in instructional design and building content.

About the Team -

The L&D Team is dedicated to creating and delivering learning solutions that drive Instacart’s success when assisting our Consumers, Shoppers, Retailers and International Business Partners

About the Job

Lead, coach, and enhance the skills and product knowledge of training facilitators to achieve our strategic training vision.Develop and execute a strategic roadmap for onboarding, training, and continuous development of Customer Experience Support teams globally.Lead the design, implementation, and optimization of impactful learning programs, including onboarding and continuous training sessions for new and existing team members.Define and analyze critical metrics for training activities to measure effectiveness and drive continuous improvement efforts.Identify and implement progressive tools and technology enablers that enhance the effectiveness and efficiency of training classes.Collaborate closely with Vendor Management teams to ensure consistency in learning development and knowledge retention across the enterprise.

About You

Minimum Qualifications

10+ years of Customer Support experience
Minimum 5+ years in training and development, preferably within a contact center environment or tech industry.
5+ years of experience as a people leader
5+ years of experience in curriculum design/developmentUnderstanding of industry learning trends and best practices, adult learning theory, and instructional design principles
Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
Strong organizational and project management skills, with the ability to manage multiple priorities and stakeholders simultaneously
Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.

Preferred Qualifications

Worked within multichannel support operations (voice, chat, email, sms)
Experience in startups, marketplaces, or e-commerce
You have familiarity with working with large, diverse customer support, and operations organizations
Extensive understanding of agent tools, processes, and best practices in customer support operations.
Experience developing training in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences
Bachelor’s degree in Education, Business Administration, or a related field; advanced degree or certifications in Training and Development

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

$141,000—$157,000 USD

WA

$136,000—$151,000 USD

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

$130,000—$144,000 USD

All other states

$117,000—$130,000 USD

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...