Instacart
CX Associate Vendor Manager
Job Summary
The Associate Vendor Manager oversees and optimizes the performance of Instacart's outsourced support network, ensuring vendor compliance with KPIs and SLAs. The role involves data-driven decision making, vendor collaboration, and continuous improvement initiatives to enhance support quality and efficiency. Key responsibilities include managing vendor performance, conducting root cause analyses, and supporting onboarding and off-boarding processes. The position requires strong communication, analytical skills, and experience in operations or outsourcing, with a focus on delivering exceptional customer support.
Required Skills
Benefits
Job Description
We're transforming the grocery industry
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.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. 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. Learn more about our flexible approach to where we work.
Overview
About the Role - The Associate Vendor Manager will be responsible for overseeing and optimizing performance within Instacart's outsourced Business Process Outsourcing (BPO) network. This role is critical to ensuring that customers receive world-class support through a scalable global network of Customer Service Representatives. The role is fast-paced and data-driven, requiring someone who can make tough, informed decisions while helping drive performance results. The ideal candidate is passionate about customer experience, operational excellence, and delivering measurable outcomes.
About the Team - The CX Consumer 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 that our customers have a seamless and enjoyable experience with Instacart.v
About the Job
- Vendor Performance: Oversee daily and weekly vendor performance, ensuring key performance indicators (KPIs) are met.
- Headcount Compliance: Ensure vendors adhere to headcount requirements to meet service level agreements (SLAs).
- Continuous Improvement: Drive continuous improvement initiatives to enhance quality, efficiency, and cost-effectiveness within the support network.
- Root Cause Analysis: Conduct data-driven root cause analyses to address variances in operational performance.
- Escalation Management: Manage vendor escalations, creating corrective action plans where necessary.
- Vendor Collaboration: Foster collaboration and engagement to build a high-performance vendor environment.
- Process Compliance: Ensure process and procedure compliance among all BPO partners.
- Training Partnership: Partner with Training teams to deliver exceptional agent onboarding and ongoing training.
- Quality Collaboration: Collaborate with Quality Assurance teams and vendors to maintain high-quality customer support standards.
- Strategic Execution: Execute strategic goals for vendor operations, aligning them with organizational objectives.
- Vendor Lifecycle: Support the onboarding of new vendor partners and coordinate vendor off-boarding as needed.
- Executive-Level Communication: Prepare and deliver executive-level presentations and/or readouts for projects and initiatives, demonstrating clear communication while utilizing advanced presentation skills.
- Invoice Management: Oversee invoice review and management, ensuring accuracy, compliance, and timely resolution of any discrepancies.
About You
Minimum Qualifications
- Bachelor's degree in business, economics, engineering, or a related field.
- 5+ years of experience in scaled support and/or outsourcing operations.
- Strong written, verbal, and visual communication skills, with experience presenting complex information clearly.
- Exceptional analytical and reporting skills, with a data-driven mindset.
- Proven ability to manage multiple priorities and projects in a fast-paced work environment.
- Independent problem-solver, comfortable working autonomously on complex challenges.
- Strong organizational skills with the ability to create and execute project plans effectively.
- Open to travel (up to 50%) domestically and internationally.
Preferred Qualifications
- Experience developing complex SQL queries
- Experience with Salesforce reporting and case management
- Customer-centric mindset and passion for driving operational excellence
- Experience fostering collaboration and driving engagement among teams
#LI-REMOTE
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For Canadian based candidates, the base pay ranges for a successful candidate are listed below.
Instacart
A grocery delivery service allowing users to order from local stores and have items delivered by personal shoppers.
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