VP Operations & Marketing, Instacart
Led the 50+ person customer operations and marketing teams at Instacart. The team is responsible for supporting shoppers real-time on the field, customer support, sales at scale, Voice of Customer and a host of other operational activities at scale. The marketing team is responsible for user acquisition, growth, retention and engagement as well as new city launches and business expansion.
Drove 25pp improvements on CSat on both the consumer and shopper side within 3 months of joining the organization while reducing cost per contact by 68% and launching 3 new support channels.
Created and launched inside sales at scale operation targeting CPG clients. Exceeded revenue targets by over 200% every quarter.
Consistently performed to extremely aggressive SLAs on all lines of business, including through weather and growth spikes.
Led company-wide project on shopper retention and NPS, which yielded the best ever results for the company while allowing for improvements in labor costs per fulfilment.
Reduced average CPA by 56% while increasing overall conversions via thorough testing and re-implementation of online and offline marketing activities.
Responsible for launch planning for city and partner expansions.