Skill Compatibility Diagnostics
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About the Role
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.
As a Flex First team, 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.
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 to do it. This role is critical to ensuring consumers, shoppers, and retailers receive world-class support through a scalable global network of Customer Service Representatives. As a subject matter expert in vendor management, you will lead complex programs across the CX Organization, contribute to the Vendor Management team's strategy, and act as a thought partner to leaders across the company. The role is fast-paced and data-driven, and calls for someone who can make tough, well-informed decisions, think long-term, and develop people while delivering measurable outcomes.
About the Team
The CX Shopper Pillar team at Instacart is dedicated to providing the best possible customer experience. We are passionate about understanding customer needs and using data-driven insights to improve processes and drive innovation. We work collaboratively across the organization to ensure our customers have a seamless and enjoyable experience with Instacart.
Key Technical Responsibilities
- check_circle Manage, coach, and develop a team of Associate Vendor Managers, including goal setting, regular feedback, performance reviews, and career growth.
- check_circle Build team capability by setting clear expectations, delegating effectively, and creating a culture of ownership, accountability, and continuous learning.
- check_circle Support hiring, onboarding, and succession planning for the Vendor Management team.
- check_circle Allocate work and priorities across the team to balance vendor coverage, project delivery, and individual development.
- check_circle Actively contribute to the development and implementation of the Vendor Management team's strategy to support company objectives.
- check_circle Lead complex projects and programs within the Pillar and CX, and contribute to large-scale initiatives with non-CX cross-functional partners that drive overall performance.
- check_circle Own vendor performance across the BPO network, ensuring KPIs, SLAs, and headcount requirements are met, with day-to-day oversight carried out through your team.
- check_circle Oversee vendor escalations and corrective action plans, stepping in on the highest-impact issues.
- check_circle Guide vendor onboarding and off-boarding, and oversee invoice review and management to ensure accuracy, compliance, and timely resolution of discrepancies.
- check_circle Drive continuous improvement in quality, efficiency, and cost-effectiveness across support processes and teams, using a data-driven and customer-centric approach.
- check_circle Partner with cross-functional teams in CX, Operations, Business Development, Product, and Engineering to drive results for our customers.
- check_circle Prepare and deliver executive-level presentations and readouts on projects and initiatives, and help your team do the same.
Prerequisites & Qualifications
- check Bachelor's degree in business, economics, communications, or a related field, or equivalent experience.
- check 6-8 years of experience leading support projects of varying size and complexity, including scaled support and/or outsourcing operations.
- check Experience managing, coaching, and developing people.
- check Strong written, verbal, and visual communication skills, with experience presenting complex information clearly to senior stakeholders.
- check Exceptional analytical and reporting skills, with a data-driven mindset.
- check Proven ability to lead and manage multiple priorities and projects in a fast-paced environment.
- check Strategic thinker who can make sound decisions with a long-term view, while consulting managers and peers for guidance.
- check Strong organizational skills, with the ability to create and execute project plans effectively.
- check Open to travel (up to 25%) domestically and internationally.
About Instacart Greenhouse Board
Verified hiring organization details.
Instacart Greenhouse Board is a remote hiring entity operating within the United States technology and software sector, associated with Instacart's broader recruitment and organizational infrastructure. Instacart is a leading grocery technology company in North America, operating an online grocery shopping and delivery service that connects customers with retailers. The engineering and technology teams at Instacart build and maintain complex distributed systems, logistics platforms, machine learning models for recommendations and search, and scalable web and mobile applications.