Head of Happiness, Instacart
Scaled customer and shopper support teams to support accelerated growth. Lead Logistics Operations team, responsible for day-to-day management and adjustment of logistics engine.
Increased HQ team from ~25 to ~45 and build necessary enablement teams
25pp & 10pp improvements in shopper and customer satisfaction respectively
Best-in-class shopper NPS scores and significantly improved retention
Outsourcing of part of shopper and customer support to allow for scale
Cost of contact reduction of 65% in just 6 months