Instacart · 1 day ago
Customer Experience Training Facilitator
United States
Full-time
Remote
Mid, Senior Level
4+ years expInstacart is transforming the grocery industry and is seeking a Customer Experience Training Facilitator to enhance communication and alignment across various functions. This role involves delivering effective training sessions, developing training programs, and collaborating with internal and external teams to improve training effectiveness and support organizational goals.
Food and BeverageE-CommerceLogisticsDelivery ServiceGroceryShopping
Responsibilities
Deliver effective training sessions, including; new hire onboarding, follow up, reinforcement, reoccurring, and leadership training
Develop training programs and explore new and experimental methodologies to enhance their effectiveness
Identify and assess the training needs of the organization by collaborating and participating in business reviews
Collaborate regularly with Product Managers, Engineering, and other internal teams, as well as external partners, to gain and provide insights on agent-facing training topics
Select and manage resources for developing and delivering curricula
Facilitate regular communication and collaboration sessions both internally and externally with trainers, team leads, and staff across departments to ensure alignment with key processes and organizational goals
Regularly monitor, evaluate and report on training program effectiveness, success and ROI - KPIs (CSAT, QA, Productivity)
Regularly monitor, evaluate and report on Vendor Partner Trainers’ effectiveness, success and ROI - KPIs (Assessment Scores, graduation rate, first 30-day CSAT)
Regularly analyze overall performance data, including metrics and skill opportunities, to provide insights and highlight areas for targeted training recommendations and solutions to ensure continuous improvement and strategic alignment
Responsible for observing Vendor Partner Sites' training sessions and providing coaching and development to ensure their performance meets Instacart standards, focusing on facilitation skills and training effectiveness
Assess and evaluate facilitators by providing written evaluations with recommendations for improvement
Coordinate and implement Vendor Partner Trainer and Master Training Certification programs
Identify, curate, and update training curricula in anticipation of, or rapid response to operational needs on an ongoing basis
Continuously identify, curate, and update training curricula to proactively address or swiftly respond to operational needs
Drive brand values and philosophy through all training and development activities
Effectively communicate with leadership, trainers, managers, and stakeholders across the organization and partner networks
Regularly provide project updates to managers and stakeholders involved in training and development initiatives
Perform monthly agent cohort duties (phone, email and chat tickets) maintaining real-time engagement and ensuring continuous learning
Continuously improve and stay up to date on facilitation skills and professional development to ensure the highest quality of training delivery and maintain adaptability
Identify additional responsibilities that will contribute to the overall success of the organization
Occasional domestic and/or international travel may be required
Qualification
Required
4+ years experience in corporate level Training & Development or equivalent subject matter expertise
Bachelor's degree or equivalent (4+ years' experience in facilitation and/or developing training programs) or equivalent subject matter expertise
Knowledge of Adult Learning Principles
Public speaking skills – comfortable speaking to a large group in-person or via web conference
Strong knowledge of written English with excellent verbal communication skills
Experience producing training, utilizing one or more specialized delivery modes such as Web or audio
Prior experience with eLearning software and curriculum development
Strong time management and organization skills
The ability to work well independently as well as part of a team
The ability to learn new technical and business concepts quickly
Proficient in MS Word, Excel, and PowerPoint or equivalent Google programs as well as other computer based programs and learning management systems
Ability to work efficiently in a high demand, team oriented, and fast-paced environment
Ability to express ideas in clear and concise manner
Ability to think tactically and identify significant success factors
Ability to work in a high energy, fast paced environment
Preferred
Ability to work irregular hours as needed
Benefits
New hire equity grant
Annual refresh grants
Company
Instacart
Instacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers.
1001-5000 employees
H1B Sponsorship
Instacart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (156)
2024 (173)
2023 (111)
2022 (159)
2021 (170)
2020 (59)
Funding
Current Stage
Public CompanyTotal Funding
$2.92BKey Investors
Andreessen Horowitz,D1 Capital Partners,Fidelity,Sequoia Capital,T. Rowe PriceD1 Capital Partners,Valiant Peregrine FundT. Rowe Price
2023-09-19IPO
2021-11-01Private Equity· $232M
2021-09-05Secondary Market
Leadership Team
Chris Rogers
Chief Executive Officer
Brandon Leonardo
Co-Founder
Recent News
2026-02-13
WSJ.com: US Business
2026-02-13
2026-02-13
Company data provided by crunchbase