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

At Instacart, we are on the lookout for a detail-oriented and strategically minded Customer Experience Senior Workforce Scheduling 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, developing effective staffing schedules, and managing payroll processes. 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

In this pivotal role, your responsibilities will include:

Contact Center Scheduling - Utilize workforce management software to create flexible and efficient staffing models and align workforce schedules with operational demands to maximize efficiency and meet service level agreements.
Collaborating Cross-functionally - Work closely with HR, Learning & Development, and other Customer Experience teams to synchronize staffing strategies with broader organizational goals.
Application Maintenance and Troubleshooting - Manage and optimize the functionality of workforce management and ACD systems.
Payroll Processing - Manage full cycle payroll processing for non-exempt employees including attendance and occurrence tracking, time off requests, and timecard approvals.This role requires the ability to work on-call and weekend shifts as needed.
Serving as a Point of Contact - Address employee scheduling inquiries and issues quickly, fostering an inclusive and supportive workplace.
Other - Duties, responsibilities, and daily activities may change over time as the needs of the organization evolve.

About You

Minimum Qualifications

Educational Background: Bachelor's degree in Business Administration, Human Resources, Finance, Statistics, or equivalent work experience.
Relevant Experience: Solid track record as a Workforce Management Analyst or similar role, including payroll processing.
Technical Proficiency: Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite, Slack, Atlassian, etc.
Analytical and Problem-Solving Skills: Exceptional ability to analyze data, solve problems, and adapt to changing priorities.
Communication Skills: Strong capability to communicate effectively across various levels of the organization.

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
$93,000-$103,000 USD

WA
$89,000-$99,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$86,000-$95,000 USD

All other states
$77,000-$85,000 USD

Summary
Company name: Instacart
Remote job title: Customer Experience Senior Workforce Scheduling Analyst
Job tags: analytics, Customer Satisfaction, statistics