At a glance
- Experience
- 6-8 years experience
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote
About the role
- 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.
Responsibilities
- Manage, coach, and develop a team of Associate Vendor Managers, including goal setting, regular feedback, performance reviews, and career growth.
- Support hiring, onboarding, and succession planning for the Vendor Management team.
- Allocate work and priorities across the team to balance vendor coverage, project delivery, and individual development.
- Actively contribute to the development and implementation of the Vendor Management team's strategy to support company objectives.
- 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.
- 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.
- Oversee vendor escalations and corrective action plans, stepping in on the highest-impact issues.
- Guide vendor onboarding and off-boarding, and oversee invoice review and management to ensure accuracy, compliance, and timely resolution of discrepancies.
- Partner with cross-functional teams in CX, Operations, Business Development, Product, and Engineering to drive results for our customers.
- Prepare and deliver executive-level presentations and readouts on projects and initiatives, and help your team do the same.
Requirements
- 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, while consulting managers and peers for guidance.
- Strong organizational skills, with the ability to create and execute project plans effectively.
- Open to travel (up to 25%) domestically and internationally.
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.
Benefits
- New hire equity grant
- Annual refresh grants
Workplace
- Instacart is a Flex First team offering employees the flexibility to choose where they do their best work from home, an office, or a coffee shop.
- Open to travel (up to 25%) domestically and internationally.
Skills
- Salesforce
