Remote opportunity at
InstacartCX Vendor Manager
Instacart connects communities with grocery delivery services and household goods while creating flexible earnings opportunities for shoppers. The company operates under a Flex First approach, granting…
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About This Role
Instacart connects communities with grocery delivery services and household goods while creating flexible earnings opportunities for shoppers. The company operates under a Flex First approach, granting employees the freedom to choose their preferred workspace location. The organization seeks a CX Vendor Manager to oversee and optimize its outsourced Business Process Outsourcing network. This position involves directing a team of Associate Vendor Managers to guarantee that consumers, retailers, and shoppers obtain…
Job Description
Instacart connects communities with grocery delivery services and household goods while creating flexible earnings opportunities for shoppers. The company operates under a Flex First approach, granting employees the freedom to choose their preferred workspace location.
The organization seeks a CX Vendor Manager to oversee and optimize its outsourced Business Process Outsourcing network. This position involves directing a team of Associate Vendor Managers to guarantee that consumers, retailers, and shoppers obtain top-tier support through a global network of customer service agents. Operating within a data-driven environment, the individual in this role will guide complex programs, shape strategic initiatives, and serve as an advisor to company leaders.
This role suits professionals with extensive experience in managing support operations, developing personnel, and driving performance improvements. Key responsibilities include leading projects across cross-functional groups, maintaining oversight of key performance indicators, service level agreements, and staffing metrics, and steering vendor relationships toward high performance.
Responsibilities
- Manage, coach, and support the professional growth of a team of Associate Vendor Managers
- Contribute to the strategy and roadmap of the Vendor Management team
- Oversee the performance of the BPO network to make sure key performance indicators, service level agreements, and staffing requirements are satisfied
- Lead complex initiatives and programs across the CX organization and with cross-functional partners
- Drive continuous improvement in quality, cost-effectiveness, and efficiency across support functions using data analyses
- Partner with internal teams such as Operations, Business Development, Product, Engineering, Training, and Quality Assurance
- Collaborate with vendor leadership to maintain procedure compliance and foster an engaged work environment
Requirements
- Six to eight years of experience managing support operations, scaled support, or outsourcing projects of varying complexity
- Demonstrated experience coaching, developing, and managing personnel
- Exceptional written, verbal, and visual communication abilities for presenting complex data to senior stakeholders
- Strong analytical, reporting, and problem-solving skills with a data-driven mindset
- Ability to juggle multiple priorities and projects in a fast-paced environment
- Organizational capability to build and execute project plans effectively
- Willingness to travel domestically and internationally up to 25 percent of the time
Qualifications
- Bachelor's degree in economics, communications, business, or a related field, or equivalent experience
- Advanced degree or professional certification in project management, strategic planning, or business management
- Prior experience utilizing Salesforce reporting and case management tools
Core Skills
Benefits
- Market-competitive compensation with a base pay range of USD 143,000 to 151,000 per year depending on location
- Eligibility for a new hire equity grant and annual equity refresh grants
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is remote and follows Instacart's Flex First work policy, which allows employees to choose where they work best.
What is the salary range for this role?
For candidates based in CA, NY, CT, and NJ, the annual base salary range is USD 143,000 to 151,000. Ranges vary for other locations as specified in the posting.
What level of experience is required?
Applicants must have six to eight years of experience leading support projects of varying complexity, including outsourced operations or scaled support, alongside people management experience.
Does the job require travel?
Yes, the posting notes that the candidate must be open to domestic and international travel of up to 25 percent.
Sample Interview Questions
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