Program Manager, Community Experience Operations

Overview

About the Role -We are seeking a results-oriented Program Manager to drive community engagement through strategic program development, vendor partnerships, and data-driven optimization. In this role, you will design and execute recognition initiatives, manage end-to-end vendor relationships including merchandising programs, and recruit participants for high-impact company initiatives such as advisory groups and panels.

This position requires analytical capabilities to define KPIs, analyze program performance, and optimize programs based on metrics and member feedback. You'll facilitate cross-functional collaboration while streamlining operations through process improvement and automation technologies.

The ideal candidate combines program management expertise with vendor relations experience, thrives in ambiguous environments with shifting priorities, and is passionate about creating scalable systems that drive measurable improvements in community engagement. You should be comfortable presenting insights and recommendations to senior management while maintaining a solution-oriented approach to complex operational challenges.

About the Team - The Community and Engagement team enables positive member experiences through proactive community health monitoring, collaborative problem-solving, and cross-functional partnerships to create solutions that drive engagement and satisfaction.

Our core capabilities include personalized engagement programs, retention-focused activations, community insights gathering, self-service solutions, and program consultation. We track key metrics like sentiment, engagement, and support needs to enable team success and drive measurable business improvements.

About the Job

• Develop and execute recognition initiatives that drive community engagement and loyalty using established playbooks and creating new standard operating procedures
• Drive research and data analysis to inform engagement strategies and shape future program development
• Define KPIs for programs and pilots, analyze results, and optimize program designs based on performance metrics and member feedback
• Manage end-to-end vendor partnerships to drive community engagement, including contract negotiations, ongoing relationship management, and joint campaign development
• Lead Instacart's merchandising program, aligning team objectives with shopper, consumer, retailer, and employee needs through strategic vendor partnerships
• Monitor merchandising performance, budget allocation, and inventory levels while forecasting future operational requirements
• Recruit, vet, and manage participants for company programs including focus groups, advisory panels, executive meetings, and other strategic initiatives.
• Function as subject matter expert, collaborating with cross-functional teams to identify and engage appropriate program participants
• Streamline operations by optimizing workflows, resolving inefficiencies, and implementing automation technologies to enhance program scalability and efficiency
• Support community moderation efforts to foster positive engagement
• Cross-Functional Collaboration: Lead collaboration across CXO, Product, Marketing, and Comms teams ensure alignment and robust execution of engagement initiatives

About You

Minimum Qualifications

• 5+ years experience in developing and managing cross-functional programs with ability to manage multiple projects simultaneously
• Strong communication and organizational skills with ability to articulate ideas and recommendations to senior management
• Solution-oriented mindset with ability to proactively identify opportunities and work effectively in ambiguous environments with shifting priorities
• Comfort working with data to inform business decisions and create reports
• Experience facilitating meetings and managing stakeholder expectations across internal and external partners

Preferred Qualifications

• Experience with vendor management and procurement processes
• Familiarity with project management tools (e.g., Jira, Asana, Sheets) and basic analytics
• Background in program planning, risk analysis, and process improvement initiatives
• Experience in community engagement, recognition programs, or partnership management
• Experience with process automation tools to streamline workflows and improve operational efficiencies.