Director, IT Operations

Instacart's IT Operations team is the engine that keeps over 4,000 employees productive, connected, and supported across the company. Sitting within the Engineering organisation and reporting to the Head of IT and Enterprise Security, this Director leads the three core functions of IT Operations — IT Support, IT Logistics, and AV & Executive Support — through a team of three managers and approximately 20 people in total. The role exists at a pivotal moment: as Instacart embraces AI-powered tooling and continues its international expansion, IT Operations must evolve from a reactive support function into a proactive, innovation-led organisation that meets employees where they work.

Lead the IT Operations organisation across three functional teams — IT Support, IT Logistics, and AV & Executive Support — through three direct-report managers, maintaining a high-performing culture on a team known for its stability and service excellence.

Set the strategic vision and operating model for IT Operations, aligning team priorities with broader company objectives and driving a data-informed approach to decision-making, service performance, and leadership reporting.

Deploy next-generation IT support that meets employees inside the tools they already use — including AI-powered interfaces such as Claude — reducing friction, improving resolution times, and setting a new standard for what enterprise IT support looks like.