Workforce Project Management Analyst

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 - Our Customer Experience organization focuses on delivering exceptional experiences to our customers, shoppers and retailers. As part of this mission, we are seeking a detail-oriented Analyst, Workforce Project Management to drive key projects and deliverables that elevate CX efficiency, enhance cost management, and support critical decision-making. The role’s primary focus will be on workforce management readiness, capacity planning insights, enhanced forecasting, data-driven decision-making, and process automation.

About the Team - The Workforce Project Management team plays a pivotal role in ensuring the seamless operations of CX by improving readiness, supporting cost-effective planning, and driving key WFM initiatives. The team works in close collaboration with various pillars within the CX organization to optimize workforce processes, enhance transparency in cost structures, and provide sharper analytics to inform strategy.

About the Job 

This role requires a proactive and resourceful professional with a strong grasp of workforce metrics, cost management, and automation. You’ll collaborate across teams to identify gaps, optimize processes, and improve decision-making visibility. By performing audit reviews, refining data models, and driving automation initiatives, this position ensures that operational inefficiencies are minimized and strategic plans are built on a solid foundation of actionable insights.

This role is critical for establishing a robust workforce management infrastructure that supports both internal teams and BPO partners.

Key Responsibilities

• CX Readiness & Insights:
• Support major CX initiatives aimed at improving WFM readiness and capacity planning.
• Provide insights into product-related initiatives to ensure planning aligns closely with CX needs.
• Assist in CX cost budgeting, forecasting, and insightful reporting.
• BPO Invoice Audits:
• Conduct detailed reviews and audits of BPO invoices to ensure accuracy, alignment with contracts, and transparency in billing processes.
• Forecasting Improvements:
• Enhance forecasting frameworks for both internal and BPO teams to improve accuracy and agility.
• Develop workload models for peak periods and seasonal changes to mitigate capacity issues and maintain service quality.
• Data Analytics and Insights:
• Deliver comprehensive data analytics support across workforce pillars, enabling the management to make well-informed decisions.
• Craft dashboards and reports that visualize trends and identify opportunities for operational improvements.
• Process Automation:
• Lead automation initiatives to streamline manual workflows and minimize inefficiencies.
• Support the implementation of technologies that improve operational excellence and scalability.

About You

Minimum Qualifications

• Over 5 years of experience of proven experience in forecasting and capacity planning within a Workforce Management environment, managing 500+ FTE in multi-channel, matrixed, and global organizations
• You have a proven ability to develop accurate forecasts and capacity models, ensuring alignment with strategic objectives, backed by a deep understanding of advanced forecasting methodologies
• Deep knowledge of tools like Salesforce, Genesys, Verint, and other workforce analytics platforms
• You possess robust analytical and statistical skills, combined with advanced pr