Overview

Instacart's Enterprise Solutions Architecture and Engineering team sits at the intersection of technology and retail partnership, working directly with grocery retailers and partner vendors to deliver best-in-class e-commerce experiences at scale. The team is a critical part of Instacart's broader mission to transform how people access and purchase groceries — powering the infrastructure that connects online and in-store commerce for hundreds of retailers across North America.

At the center of this work is Storefront Pro (SFP), Instacart's flagship white-label e-commerce solution for grocery. SFP is the market leader in its category, combining Instacart's platform scale with best-in-class customer experiences while seamlessly bridging digital and physical retail. Over the past two years, SFP has grown explosively — launching triple-digit numbers of retailers ranging from beloved local independents to midsize regional chains to multinational giants — generating billions in revenue along the way.

That growth has created an urgent need: as SFP's portfolio has scaled dramatically in size and complexity, there is no dedicated post-launch technical ownership. That's where you come in. We are looking for a Senior Manager to found and lead the Technical Account Management (TAM) practice for SFP — building the team, the processes, and the operating model from the ground up. This is a rare opportunity to shape something entirely new at a company with enormous reach, leading a team of four and growing it into a world-class function that owns technical health and excellence across the entire SFP ecosystem.

About the Job

• Hire, train, and develop the Technical Account Management team from the ground up — growing it through hands-on coaching and mentorship into a high-performing, world-class practice that owns post-launch technical excellence across the SFP portfolio.
• Define and continuously refine the approach to platform health for SFP — identifying and monitoring key metrics, establishing measurement as a foundational team discipline, and designing the operating model including portfolio tiering, account assignment, coverage, and escalation paths.
• Build and operate intake and prioritization systems that span both external retail partners and internal stakeholders, balancing competing demands across resource management, product roadmap, and business commitments in a fast-moving, high-stakes environment.
• Serve as the senior escalation point for critical platform issues, communicating with retailer stakeholders at all levels — up to and including the C-suite — and negotiating clear scope and responsibility boundaries between the TAM function and adjacent teams including CSM, RPM, Solution Architecture, and Engineering.
• Initiate and lead cross-functional initiatives that drive continuous technical improvement across SFP deployments, synthesizing systemic patterns into actionable product and engineering roadmap influence — ensuring that the lessons learned at the account level create lasting, structural improvements to the platform.

About You

Minimum Qualifications

• 10+ years of experience in technical account management, solutions engineering or architecture, technical consulting, or software engineering, ideally within SaaS or platform environments
• 5+ years of experience leading, hiring, and growing engineering or engineering-adjacent teams, with demonstrated experience building or significantly scaling a team from an early stage
• Outstanding communication and presentation skills, including direct experience engaging VP-level and C-suite stakeholders on high-priority technical and business issues
• Demonstrated ability to define and drive large-scale transformation or operational programs across cross-functional organizations, with measurable outcomes
• Hands-on technical depth with complex platform integrations at scale — including REST APIs, authentication, ETL pipelines, message queues, async patterns, and error handling and recovery — with the ability to analyze, diagnose, and drive resolution of issues
• Proven ability to balance proactive and reactive approaches to technical health, consistently delivering on urgent needs without sacrificing long-term platform maintainability

Preferred Qualifications

• Experience founding or bootstrapping a TAM, professional services, or post-launch technical delivery function within a product or platform company
• Deep domain expertise in at least one area of enterprise architecture relevant to grocery retail — such as loyalty, identity, payments, point of sale, or catalog management
• Familiarity with the grocery retail or e-commerce ecosystem, including in-store operations and last-mile fulfillment
• Experience working within a platform company's partner or integration ecosystem, with exposure to multi-tenancy, CI/CD, cloud architectures, and gRPC/protobuf in addition to REST

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