Hardware Support Manager - Contractor at Instacart

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

As a Hardware Support Manager, you will play a key role in shaping and executing the strategy for Caper Cart maintenance and repair operations. You’ll lead the planning, coordination, and continuous improvement of these initiatives, while driving the scale of our support operations to thousands of carts in the field — ensuring long-term operational success and reliability.

About the Job

Drive the Caper Hardware Maintenance and Repair initiative for the carts in the market, integrating robust categorization of requirements with strategic evaluation of in-sourcing and outsourcing opportunities
Design and implement a closed-loop system to identify, prioritize, and address maintenance and repair needs within the retailer facilities
Manage field service operations, ensuring timely planning and coordination of tickets to minimize cart downtime and maximize resolution speed and quality
Facilitate cross-functional collaboration, proactively addressing dependencies before maintenance activities are initiated
Develop and maintain the Maintenance and Repair Schedule, partnering closely with the Hardware Deployment team to ensure accountability and on-time execution
Assess ongoing initiatives and make recommendations for schedule and resource optimization across maintenance, deployment and retrofit workflows
Lead analytics on maintenance operations, capturing and analyzing trends related to repairs, manpower allocation, ground-time, and non-routine activities in the field to drive continuous improvement opportunities
Establish and uphold strong operational rigor through documentation—crafting detailed, scalable, and standardized procedures and playbooks for every aspect of the Maintenance and Repair program to drive consistency, efficiency, and ongoing capability building within the team
Finally be a Flex Player: In this fast paced environment, our priorities can evolve quickly. You must be willing and excited to engage with new and undefined problems with curiosity and a can-do attitude.

About You

Minimum Qualifications

Bachelor’s degree or equivalent work experience
5+ years of experience in supply chain, operations, or manufacturing
Strong program management skills with the ability to manage multiple maintenance related initiatives in parallel
Demonstrated ability to leverage both quantitative and qualitative data to inform strategy and drive operational improvements
Exceptional written communication skills — able to clearly articulate complex operational topics for diverse audiences, including technical teams, leadership, and frontline operators
Strong documentation capabilities — skilled in independently drafting comprehensive strategy documents and process workflows from scratch, tailoring tone and structure based on the audience to drive alignment
Proficient in tools like Google Sheets and ticketing platforms such as Jira, Freshdesk, ServiceNow, or equivalents
Willingness to travel as needed to support on-site operational needs
Authorization to work in the US is required. This position is currently not eligible for visa sponsorship

Preferred Qualifications

Master’s degree or relevant industry experience
Experience in planning, scheduling, or executing maintenance activities
Experience with building processes for 0 to 1 initiatives

Pay Transparency: $65hr

Hardware Support Manager - Contractor

AI overview

This job is no longer available