CX Associate Vendor Manager

Summary

Join Instacart as an Associate Vendor Manager and oversee the performance of our outsourced Business Process Outsourcing (BPO) network, ensuring world-class customer support through a scalable global network of Customer Service Representatives. This fast-paced, data-driven role requires strong decision-making skills and a passion for customer experience and operational excellence. You will manage vendor performance, headcount compliance, and continuous improvement initiatives, conducting root cause analyses and managing escalations. Collaboration with vendors, training teams, and quality assurance teams is crucial. The role involves strategic execution, vendor lifecycle management, executive-level communication, and invoice management. This remote position offers competitive compensation and benefits, including equity grants.

Requirements

• 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

Responsibilities

• Oversee daily and weekly vendor performance, ensuring key performance indicators (KPIs) are met
• Ensure vendors adhere to headcount requirements to meet service level agreements (SLAs)
• Drive continuous improvement initiatives to enhance quality, efficiency, and cost-effectiveness within the support network
• Conduct data-driven root cause analyses to address variances in operational performance
• Manage vendor escalations, creating corrective action plans where necessary
• Foster collaboration and engagement to build a high-performance vendor environment
• Ensure process and procedure compliance among all BPO partners
• Partner with Training teams to deliver exceptional agent onboarding and ongoing training
• Collaborate with Quality Assurance teams and vendors to maintain high-quality customer support standards
• Execute strategic goals for vendor operations, aligning them with organizational objectives
• Support the onboarding of new vendor partners and coordinate vendor off-boarding as needed
• Prepare and deliver executive-level presentations and/or readouts for projects and initiatives, demonstrating clear communication while utilizing advanced presentation skills
• Oversee invoice review and management, ensuring accuracy, compliance, and timely resolution of any discrepancies

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

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• This role is remote
• This role is eligible for a new hire equity grant as well as annual refresh grants