[Remote] Senior Project Manager, CX PMO

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesLead 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 workstreamsDrive 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 playbookPartner 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 executionBuild 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 itHelp 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 orgLead upstream planning before each half starts — ensuring scope, dependencies, and resourcing are locked before execution beginsManage dependencies and align resources across teams, influencing senior stakeholders without direct authority to proactively contribute to project successSkills5+ years of project management experience, ideally within a technology, operations, or customer experience organizationDemonstrated success leading L/XL cross-functional programs end-to-end — including scope definition, dependency mapping, executive reporting, and risk managementTrack record of applying sophisticated problem-solving to ambiguous, interconnected challenges where the path forward isn't pre-definedStrong organizational and communication skills, with the ability to synthesize complexity for Director- and VP-level audiencesExperience creating high-quality project artifacts (charters, project plans, status reports, risk logs, executive updates) and presenting them to senior leadershipProven ability to manage dependencies, track milestones, and deliver results on time in a fast-moving, ambiguous environmentBachelor's degree in a related field, or equivalent work experience7+ years of progressive PM experience, including independent ownership of XL cross-functional programsExperience working in Customer Experience, SaaS, or e-commerce environmentsHands-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 prioritiesPMP, CSM, or other project management certificationExperience contributing to or building PMO standards, frameworks, or governance modelsTrack record of scaling PMO operations through automation, AI, or process innovationBenefitsInstacart provides highly market-competitive compensation and benefits in each location where our employees work.This role is eligible for a new hire equity grant as well as annual refresh grants.Please read more about our benefits offerings here.Instacart is a Flex First teamOur 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.Company OverviewInstacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.instacart.com.Company H1B SponsorshipInstacart has a track record of offering H1B sponsorships, with 23 in 2026, 152 in 2025, 173 in 2024, 109 in 2023, 159 in 2022, 170 in 2021, 59 in 2020. Please note that this does not guarantee sponsorship for this specific role.