Job Description

OVERVIEW

Instacart is transforming the grocery industry. Instacart is a Flex First team: employees choose where they do their best work, from home, an office, or a favorite coffee shop, while staying connected through regular in-person events.
Why this role is on the menu
The CX Vendor Manager leads the performance and continuous improvement of Instacart’s outsourced Business Process Outsourcing (BPO) network, and builds and manages a team of Associate Vendor Managers.
About the team
The CX Shopper Pillar team is dedicated to providing the best possible customer experience, using data-driven insights to improve processes and drive innovation.
What you will cook up in your first year
People leadership: Manage, coach, and develop a team of Associate Vendor Managers, including goal setting, feedback, performance reviews, and career growth. Build team capability, support hiring, onboarding, and succession planning, and allocate work across the team.
Strategy: Contribute to the development and implementation of the Vendor Management team’s strategy, applying broad expertise to set functional objectives and roadmaps.
Project and performance management: Lead complex projects and programs within the Pillar and CX. Own vendor performance across the BPO network, ensuring KPIs, SLAs, and headcount requirements are met. Oversee vendor escalations and corrective action plans, guide vendor onboarding and off-boarding, and oversee invoice review and management.
Data and analysis: Drive continuous improvement in quality, efficiency, and cost-effectiveness using a data-driven and customer-centric approach. Lead root cause analyses of performance variances, turning findings into action.
Partnership and influence: Partner with cross-functional teams in CX, Operations, Business Development, Product, and Engineering. Partner with Training and Quality Assurance teams and vendors on agent onboarding, training, and quality standards. Build collaboration with vendor leadership and deliver executive-level presentations and readouts.
Operational support: Manage multiple strategic and tactical priorities with broad scope in a fast-paced environment, with effective communication and follow-through.
The secret ingredients we are looking for
Must-have pantry staples (minimum qualifications):
- Bachelor’s degree in business, economics, communications, or a related field, or equivalent experience
- 6-8 years of experience leading support projects of varying size and complexity, including scaled support and/or outsourcing operations
- Experience managing, coaching, and developing people
- Strong written, verbal, and visual communication skills, with experience presenting complex information clearly to senior stakeholders
- Exceptional analytical and reporting skills, with a data-driven mindset
- Proven ability to lead and manage multiple priorities and projects in a fast-paced environment
- Strategic thinker who can make sound decisions with a long-term view
- Strong organizational skills, with the ability to create and execute project plans effectively
- Open to travel (up to 25%) domestically and internationally
Optional garnishes (preferred qualifications):
- Advanced degree, or certification in business management, strategic planning, or project management
- Experience with Salesforce reporting and case management
- Customer-centric mindset and passion for driving operational excellence
- Experience fostering collaboration and driving engagement among teams
Compensation and benefits
Highly market-competitive compensation and benefits. This role is remote, base pay varies by permanent work location, and the role is eligible for a new hire equity grant as well as annual refresh grants.