Instacart is seeking a Senior Manager to build, train, and lead our Technical Account Management (TAM) practice and own post-launch technical excellence for our premier Storefront Pro (SFP) product.
Storefront Pro is the market leader in e-commerce solutions for grocery, combining Instacart's enormous scaling abilities with best-in-class customer experiences, while bridging online and in-store commerce.
Over the past two years, SFP has grown explosively, launching triple digits of retailers ranging from local independent favorites to midsize players to multinational giants - totalling billions in revenue. You will own post-launch technical health and excellence across the entire SFP space, founding and scaling a tiered TAM organization to match the size and complexity of that portfolio.
About the Job
Hire, train, and develop the Technical Account Management team from the ground up, growing it through coaching and mentorship into a world-class practice
Define, develop, and refine the approach to platform health for SFP; identify and monitor key metrics and establish measurement as a foundational team practice
Design and operate the team's operating model - portfolio assignment, tiering by account size and complexity, coverage, and escalation paths - and evolve it as the portfolio scales
Develop and operate systems of intake and prioritization spanning external and internal stakeholders, balancing competing priorities across resource management, product roadmap, and business commitments
Serve as a senior escalation point for critical issues, communicating with retailer stakeholders at all levels - including C-suite - across a range of platform matters
Negotiate scope and responsibility boundaries with partners and internally, holding a principled line on what the TAM function owns versus Customer Success, Project Management, Technical Support, Solution Architecture, and Engineering
Initiate and operate internal cross-functional initiatives that drive continuous technical improvement in SFP's deployments and operation, and synthesize systemic patterns into product and engineering roadmap influence
About YouMinimum Qualifications
10+ years of experience in technical account management, solutions engineering/architecture, technical consulting, or engineering, ideally in SaaS or platform environments
5+ years leading, hiring, and maturing engineering and/or engineering-adjacent teams; experience building or significantly scaling a team is strongly preferred
Outstanding communication and presentation skills, including experience liaising with VP-level and C-suite stakeholders on high-priority issues
Ability to define and drive large-scale transformation programs across a cross-functional landscape with measurable impact
Engineering depth at scale and speed: ability to analyze and diagnose complex platform integrations - REST APIs, authentication, ETL, message queues, async patterns, error handling and recovery - and drive improvements
Proven ability to balance proactive and reactive approaches to technical health, delivering on urgent needs without compromising long-term maintainability
Ability to thrive in a highly collaborative landscape, coordinating across many internal partners (project management, customer success, product management, engineering, solution architecture) to consistently deliver successful outcomes
Preferred Qualifications
Experience founding or bootstrapping a TAM, professional services, or post-launch technical delivery function
Deep domain expertise in at least one area of enterprise architecture: loyalty, identity, payments, point of sale, or catalog
Understanding of the grocery retail or e-commerce ecosystem, including in-store operations and last-mile fulfillment
Experience within a platform company's partner/integration ecosystem; familiarity with multi-tenancy, CI/CD, and cloud architectures; exposure to gRPC/protobuf in addition to REST
