[Hiring] CX Vendor Manager @Instacart

Role Description

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.
• Act as a thought partner to leaders across the company.
• Make tough, well-informed decisions.
• Think long-term and develop people while delivering measurable outcomes.

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, 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.

Requirements

• Manage, coach, and develop a team of Associate Vendor Managers.
• Build team capability by setting clear expectations and creating a culture of ownership, accountability, and continuous learning.
• Support hiring, onboarding, and succession planning for the Vendor Management team.
• Allocate work and priorities across the team.
• Actively contribute to the development and implementation of the Vendor Management team's strategy.
• Lead complex projects and programs within the Pillar and CX.
• Own vendor performance across the BPO network.
• Oversee vendor escalations and corrective action plans.
• Drive continuous improvement in quality, efficiency, and cost-effectiveness.
• Partner with cross-functional teams to drive results for customers.
• Manage multiple strategic and tactical priorities in a fast-paced environment.

Benefits

• Highly market-competitive compensation and benefits.
• Remote work flexibility.
• New hire equity grant and annual refresh grants.