Instawork’s vision is to create economic opportunities for local businesses and skilled hourly workers in communities around the world. With an AI-first approach, we’re supercharging the leading online labor marketplace and looking for exceptional talent to help us build the future of hourly work. Backed by world-class investors like Benchmark, Spark Capital, Craft Ventures, Greylock, Y Combinator, and more, we want you to help us continue to scale quickly and make an even greater impact.
We are seeking an Operations Excellence Manager to join our team to deliver the ultimate user experience to Instawork’s users (Partners & Professionals). The manager will play a critical role in implementing innovative solutions to drive efficiency and optimize Instawork’s operational processes to meet users’ needs everyday. This position requires a hands-on strategic thinker with a strong technical background, an entrepreneurial spirit, and a passion for leveraging technology to transform operations.
Who You Are:
- Education: Bachelor’s Degree
- Experience: 5+ years of operations and process improvement experience
- Skills:
- Proven track record of efficiency/operational process improvement
- Strong cross-functional communication and leadership skills
- Strong SQL and data analysis. You understand technical concepts and can effectively communicate with Product, Engineering and Data Science teams.
- Operation Process improvement Expert: You have extensive experience driving business process improvements. You are naturally curious with an uncanny ability to optimize complex & manual behind-the-scenes processes to deliver a customer-centric experience to our partners & professionals.
- Analytical & Data-Driven: Possess strong analytical and statistical skills, with extensive experience in generating qualitative & quantitative insights to identify & solve complex business problems.
- Technically Proficient: You are comfortable with SQL and/or other data analysis tools, capable of extracting and manipulating data to inform decisions. You understand technical concepts and can effectively communicate with Product, Engineering and Data Science teams.
- Automation Pro: Hands-on experience with automation tools such as Zapier, UiPath, Power Automate, or similar platforms, enabling you to streamline operational workflows, particularly those supporting AI product lifecycles.
- AI Acumen: You're not just familiar with AI; you're an enthusiast who actively explores the latest AI technologies and tools, understanding their potential to empower builders and transform user experiences.
- Hands-on & testing: You are not afraid to roll up your sleeves, and execute detailed tasks to perform testing & refining of ideas in order to achieve ambitious strategic goals.
- Leadership & mentorship: You are a leader and you have a great deal of empathy to grow and assist your team and your peers.
What You'll Do:
- Lead operation improvements: identify, design and execute process improvement and automation opportunities utilizing AI-powered, automation solutions, and other advanced technologies in our contact center operations.
- Analyze raw data to identify trends, insights, and opportunities for improvement; effectively communicate findings through data storytelling.
- Drive a culture of continuous improvement and innovation within the greater Community Operations team.
- Drive Product Rollouts & Adoption: Work closely with product, design, operations, and engineering to create our outreach and rollout plans for some of our most important features with our users.
- Collaborate cross functional teams (product / engineering / Account Management, etc.) on product capabilities & platform feature improvements to update the roadmap.
- Lead a team of operations specialists supporting our day to day back office operations
- Mentor your team to be the best that they can be, including but not limited to process improvement methodologies and best practices.
Nice To Have:
- Preferred Qualifications
- MBA from a top-tier program
- Experience with AI related projects
- Previous experience at a high growth technology start-up
- Experience in contact center operations management
For IL Based Applicants:
- The base salary for this position is $100,000 - $135,000
- This position is eligible for equity in the form of stock options
- This position is eligible for Instawork benefits, including:
- A variety of medical, dental, and vision plans with coverage beginning on the date of hire
- Flexible paid time off
- At least 8 paid company holidays annually
- Phone stipend
- Commuter stipend
- Supplemental pay on qualified leaves
- Employee health savings accounts (HSA) contribution
- Flexible spending plans
- 401K plan
- Perkspot - discount program through Lumity
#LI-Onsite
Our Values
Empathy, Trust & Candor
We put ourselves in the shoes of our colleagues and customers and don’t shy away from uncomfortable conversations, instead building trust through honest and direct feedback.Bias for Action
We practice high-velocity decision-making, clear-eyed that we often operate with incomplete information. Growing quickly means it’s OK to be wrong, so long as we learn from our mistakes and course correct!Always Be Learning
We’re a curious bunch, and with AI transforming our workplace we encourage everyone to learn from each other, compounding our knowledge and experience to help us change an entire industry.Act Like an Owner
We work long, hard, and smart, building products that delight our users and drive growth. Your ability to impact Instawork is limited only by your courage and conviction, not your job description.
About Instawork
Founded in 2015, Instawork is the nation’s leading online labor marketplace for food services, hospitality, light industry, and logistics, connecting more than 7M skilled workers with local restaurants, hotels, warehouses, stadiums, and more. Our AI-powered platform serves thousands of businesses across more than 50 major markets in the United States and Canada. We're not just helping fill shifts, we're supporting local economies—and we're just getting started!
Instawork has been featured by CBS News, The Wall Street Journal, The Washington Post, and the Associated Press. Forbes included us on their Next Billion Dollar Startups list; RetailTech Breakthrough named us Workforce Hiring Solution of the Year for 2025; and Inc. 5000 recognized us as one of the country's top 10% fastest-growing companies two years in a row. But what matters most is our impact. We're solving real problems for real people, and we’re doing it at scale.
Join our team to help us build something that matters! We’re looking for superstars who want to help us shape the future of work. With hubs in San Francisco, Bangalore, and Chicago, city offices in New York, Phoenix, and Singapore, we're back to working together in-person five days a week because we believe the best ideas happen when great people collaborate face-to-face. We also value diverse perspectives and encourage applications from candidates of all backgrounds.
Ready to make an impact? Learn more at www.instawork.com/about.
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