Senior Product Manager, Agentic Foundations

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 Instacart’s Customer Experience (CX) Platform powers how we support tens of millions of customers and hundreds of thousands of shoppers across a complex marketplace. We’re building an AI-native, vendor-agnostic, API-first orchestration platform that delivers world-class support at scale—and we’re hiring a Senior Product Manager to lead the Agentic Foundations that make this vision real. You will join the Application Platform team and partner closely with engineering, design, data science, and customer support operations in a highly collaborative, fast-moving environment. With a cross-functional group of about 20 teammates, you’ll define the foundational APIs, data models, knowledge systems, and agent harnesses that enable both human and AI agents to resolve issues quickly, consistently, and reliably. If you’re excited by high-leverage platform work, clarity of vision, and measurable impact, this role offers the opportunity to shape Instacart’s next generation of CX. About the Job In this role, you will own the end-to-end product vision and roadmap for the CX orchestration platform and the underlying agentic API platform and agent systems. You thrive in ambiguity, communicate with precision, and drive impact through crisp prioritization and execution. • Own the Agentic Foundations vision, strategy, and multi-year roadmap; define a north star for an AI-native CX foundation—vendor-agnostic, API-first, and policy-consistent—while setting quantified targets for self-serve resolution rate, agent handle time, and platform reliability. • Design and scale the API and data foundation that powers every CX surface, including structured APIs for refunds, cancellations, credits, redelivery, identity, order actions, a unified contact/case data model, and a policy engine that ensures consistent outcomes across channels. • Modernize the Agent Knowledge Base for an LLM-first world by establishing structure, governance, lifecycle, semantic retrieval, and citation patterns—closing the loop between policy, knowledge, and resolution behavior through continuous feedback mechanisms. • Champion a vendor-flexible, AI-native architecture so switching or layering new AI harnesses is a configuration change—not a multi-quarter migration—enabling rapid experimentation and resilience. • Define and own platform KPIs (e.g., API coverage, latency, reliability, percent of CX operations expos

Get roles like this the moment they post.