Senior Product Manager, Agentic Foundations

Senior Product Manager, Agentic Foundations (Remote)

Company: Instacart Location: Remote (Canada - Ontario, Alberta, British Columbia, Nova Scotia) Contract: Permanent

Instacart is transforming the grocery industry by providing an essential service that customers rely on, while also offering flexible earnings opportunities to Instacart Personal Shoppers. We believe everyone should have access to the food they love and more time to enjoy it together. Join our table and do the best work of your life.

Instacart operates on a "Flex First" model, empowering employees to choose where they do their best work—whether from home, an office, or a coffee shop—while fostering connection through regular in-person events.

About the Role

Instacart’s Customer Experience (CX) Platform is building an AI-native, vendor-agnostic, API-first orchestration platform to deliver world-class support at scale. We are seeking a Senior Product Manager to lead the Agentic Foundations that will bring this vision to life.

You will join the Application Platform team, collaborating closely with engineering, design, data science, and customer support operations in a fast-paced environment. You will define the foundational APIs, data models, knowledge systems, and agent harnesses that enable both human and AI agents to resolve issues efficiently and reliably. This role offers a high-leverage platform opportunity to shape Instacart’s next generation of CX.

Key Responsibilities

• Own the end-to-end product vision, strategy, and multi-year roadmap for the CX orchestration platform and the underlying agentic API platform and agent systems.
• Define a north star for an AI-native CX foundation that is vendor-agnostic, API-first, and policy-consistent, setting quantified targets for self-serve resolution rate, agent handle time, and platform reliability.
• Design and scale the API and data foundation powering all CX surfaces, including structured APIs for refunds, cancellations, credits, redelivery, identity, order actions, a unified contact/case data model, and a policy engine for 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 enabling rapid experimentation and resilience by making switching or layering new AI harnesses a configuration change.
• Define and own platform Key Performance Indicators (KPIs) such as API coverage, latency, reliability, percentage of CX operations exposed via standardized APIs, and time-to-integrate a new surface, translating them into business outcomes like self-serve resolution rate and average handle time.
• Partner across engineering, design, data science, and CX operations to launch iteratively, run controlled pilots with BPO partners, and scale globally while maintaining reliability, compliance, and security.

Requirements

• 6+ years of product management experience, including 3+ years owning platform, API, or infrastructure products serving multiple internal or external surfaces.
• Proven track record of shipping API-first platforms or orchestration layers, data labeling systems, or human-in-the-loop AI harnesses with measurable outcomes in adoption, developer velocity, and reliability.
• Hands-on experience with LLM-powered products, agentic systems, or AI/ML platforms, including data modeling for AI consumption (e.g., LLM-readable knowledge, structured tool definitions, context contracts).
• Demonstrated ability to independently define product vision and strategy, build conviction with leadership, and drive a multi-year roadmap anchored by quantified goals and clear KPIs.
• Strong cross-functional influence across engineering, operations, vendor management, legal, and finance, aligning multiple stakeholder groups to a single roadmap.
• Comfort with data and experimentation, including proficiency with SQL or equivalent, A/B testing, and instrumentation to size opportunities, validate hypotheses, and measure impact.

Preferred Qualifications

• Experience building for operational users (BPO and in-house specialists), including workflows, policies, and guardrails.
• Familiarity with PII, privacy, and compliance considerations for customer support data.
• Exceptional storytelling and communication skills for executive and cross-functional alignment.
• Background working in large-scale marketplaces, support platforms, or customer service tooling.

What We Offer

• Highly market-competitive compensation and benefits.
• Base pay range for this role in Canada: $194,000 - $204,500 CAD.
• Eligibility for new hire equity grants and annual refresh grants.
• The flexibility to work remotely within specified Canadian provinces.