Support Program Manager, Hardware Operations

Overview

Caper.ai is a subsidiary of Instacart and an AI company. It leverages cutting-edge AI and computer vision technology to bring an autonomous shopping experience to the store. Its product, the Caper Cart - an AI-powered smart cart equipped with scales, sensors, touchscreens, and computer vision technology, is the cornerstone of the Instacart Platform Connected Stores initiative.  

Caper builds smart shopping carts powered by deep learning and computer vision to enable a seamless grab-and-go retail experience. Caper’s unique technology is a plug-and-play solution that does not require retail store renovation, operational overhaul, heavy computing, and endless image labeling & training. Retailers purchase intelligent shopping carts, and the entire store is upgraded with cashier-less capabilities!

Caper is one of the fastest-growing retail automation technology products in the market, costs less than 1% of our competition’s infrastructure, and is already widely adopted in the marketplace. Our cross-functional and durable Product team solves hard customer & business problems in ways our customers love.

As a Support Program 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
• Strong written communication skills — able to clearly articulate complex operational topics for diverse audiences, including technical teams, leadership, and frontline operators
• 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 developing, planning, or executing maintenance programs
• Experience with building processes for 0 to 1 initiatives

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