Senior Product Manager, Agentic Foundations

Remote from: Canada
Salary, yearly, CAD: 194,000 - 204,500
Department: Product & Operations
Employment type: Full Time,
Job posted: 5 Jun 2026
Apply before: 5 Jul 2026
Experience level: Senior
Views / Applies: 56 / 2

Instacart invites the world to share love through food. This is how homemade is made.

Internet
2012

AI Summary

Instacart is hiring a Senior Product Manager for the Agentic Foundations team within the Customer Experience (CX) Platform. This role involves owning the product vision and roadmap for an AI-native, vendor-agnostic orchestration platform that powers customer support at scale. The PM will define foundational APIs, data models, knowledge systems, and agent harnesses to enable both human and AI agents. The position requires close collaboration with engineering, design, data science, and operations teams in a fast-paced environment. This is an opportunity to shape the next generation of CX at a leading grocery technology company.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role involves complex platform work, defining AI-native architectures and APIs, and requires deep technical and strategic thinking. However, it's not entry-level and demands senior experience, so difficulty is rated 4 out of 5.

Salary Analysis

AI Insight The offered salary range of 194,000-204,500 CAD (approx. 143,560-151,330 USD) is competitive for a Senior Product Manager role, though slightly below the US market median for similar high-impact platform roles. The compensation is attractive given the company's strong benefits and equity packages.

Key Skills

Product Management AI/ML Platform Strategy Cross-functional Collaboration API Design CX/Support Data Models Agile Stakeholder Management Strategic Vision

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Senior Product Manager, Agentic Foundations role at Instacart. With over 8 years of experience in product management, specializing in AI-powered platforms and customer experience, I am excited about the opportunity to shape the next generation of CX at Instacart.

My background includes leading cross-functional teams to build scalable, API-first platforms that leverage machine learning to improve self-service resolution rates and reduce agent handle time. I have a proven track record of defining product visions, setting quantified KPIs, and delivering measurable business outcomes.

I am particularly drawn to Instacart's mission of transforming the grocery industry and the challenge of building an AI-native orchestration platform. I am confident that my expertise in platform strategy, data models, and collaboration with engineering and operations teams would enable me to drive impact in this role.

Thank you for considering my application. I look forward to the possibility of contributing to your team and helping Instacart achieve its goals.

Sincerely, [Your Name]

Possible Interview Questions

Can you describe a time you built and executed a product strategy for a platform that served multiple internal or external teams?

At my previous company, I led the development of a customer identity platform that served both our customer support and marketing teams. I started by understanding each team's needs through workshops and data analysis, then defined a shared API and data model. We launched iteratively, measuring adoption and satisfaction. The platform reduced integration time for new features by 50% and enabled consistent customer experiences across channels.

How would you approach defining KPIs for an AI-native CX platform, and how would you translate them into business outcomes?

I would start by identifying key metrics such as API coverage (percentage of support actions exposed via APIs), self-serve resolution rate, average handle time, and platform reliability. These platform KPIs directly impact business outcomes like cost per contact, customer satisfaction, and operational efficiency. For example, improving API coverage by 20% could enable automation of more support scenarios, reducing agent workload and costs.

Describe your experience with vendor-agnostic architecture and ensuring flexibility to switch AI models or vendors. How would you manage that in this role?

In my last role, I designed a modular AI service layer that abstracted underlying models, allowing us to switch between providers like OpenAI and Google based on performance and cost. I ensured the architecture used standardized interfaces and configuration-driven workflows, so changing a vendor required updates to a config file rather than code rewrites. For Instacart, I would apply similar principles, building an API-first platform where agent harnesses are interchangeable.

How do you prioritize features when working with multiple stakeholders, including engineering, design, and operations, especially in a fast-moving environment?

I use a combination of quantitative data (e.g., impact on KPIs, usage metrics) and qualitative feedback (e.g., stakeholder interviews, user research) to prioritize. I also frame priorities around the product vision and north star metrics. In fast-paced environments, I advocate for iterative releases and A/B testing to validate hypotheses quickly. I hold regular prioritization meetings with stakeholders to align on trade-offs and ensure transparency.

What is your experience with knowledge management systems, particularly in the context of LLMs and semantic retrieval?

I recently worked on a project to modernize a knowledge base for an LLM-first customer support system. We structured content with metadata, established governance for updates, and implemented semantic search using embeddings. We also closed the loop by analyzing which knowledge articles were used successfully and updating them based on agent feedback. This improved first-contact resolution by 15% and reduced escalations.

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 exposed via standardized APIs, time-to-integrate a new surface) and translate them into business outcomes (self-serve resolution rate, AHT, cost per contact).
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.

About You

You combine platform PM rigor with a sharp eye for downstream customer and operator impact. You communicate crisply so engineers, BPO leaders, and executives align on the same vision, and you’re energized by the leverage that comes from owning the foundational layer that many teams build upon.

Minimum Qualifications

6+ years of product management experience, including 3+ years owning platform, API, or infrastructure products serving multiple internal or external surfaces.
Proven track record shipping API-first platforms or orchestration layers, data labeling systems, or human-in-the-loop AI harnesses that other teams built on, 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 define product vision and strategy independently, 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.

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

CAN

$194,000—$204,500 CAD

Apply now >