CX Vendor Manager

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, and act as a thought partner to leaders across the company. The role is fast-paced and data-driven, and calls for someone who can make tough, well-informed decisions, think long-term, and develop people while delivering measurable outcomes.

About the Team

The CX Shopper 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 our customers have a seamless and enjoyable experience with Instacart.

People Leadership

• Manage, coach, and develop a team of Associate Vendor Managers, including goal setting, regular feedback, performance reviews, and career growth.
• Build team capability by setting clear expectations, delegating effectively, 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 to balance vendor coverage, project delivery, and individual development.

Strategy

• Actively contribute to the development and implementation of the Vendor Management team's strategy to support company objectives.
• Apply broad expertise to help set functional objectives and roadmaps, weighing both known and intangible factors to make sound, long-term decisions.

Project & Performance Management

• 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.
• Engage with CX and non-CX management teams while leading projects.
• 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.

Data & Analysis

• Drive continuous improvement in quality, efficiency, and cost-effectiveness across support processes and teams, using a data-driven and customer-centric approach.
• Lead and coach the team on root cause analyses of performance variances, turning findings into action.

Partnership & Influence

• Partner with cross-functional teams in CX, Operations, Business Development, Product, and Engineering to drive results for our customers.
• Partner with Training and Quality Assurance teams and vendors to deliver strong agent onboarding, ongoing training, and high-quality support standards.
• Build collaboration and engagement with vendor leadership to create a high-performance vendor environment, and ensure process and procedure compliance across all BPO partners.
• Prepare and deliver executive-level presentations and readouts on projects and initiatives, and help your team do the same.
• Offer recommendations for improvement and build supportive relationships with stakeholders within and outside the team.

Operational Support

• Manage multiple strategic and tactical priorities with broad scope in a fast-paced environment, with effective communication and follow-through.

Must-have pantry staples (Minimum 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.

Optional garnishes (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.

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