CX Vendor Manager
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Job Description
CX Vendor Manager leading Instacart’s outsourced BPO network for grocery and household support. Managing vendor performance, CX programs, and Associate Vendor Managers.
Responsibilities:
- Lead performance and continuous improvement of Instacart's outsourced BPO network
- Manage, coach, and develop Associate Vendor Managers, including goal setting, feedback, reviews, and career growth
- Support hiring, onboarding, and succession planning
- Contribute to Vendor Management strategy, functional objectives, and roadmaps
- Lead complex CX projects and cross-functional initiatives
- Own vendor performance, ensuring KPIs, SLAs, and headcount requirements are met
- Oversee vendor escalations, corrective action plans, onboarding, off-boarding, and invoice management
- Drive quality, efficiency, and cost-effectiveness improvements using data-driven analysis
- Lead root cause analyses of performance variances
- Partner with CX, Operations, Business Development, Product, Engineering, Training, and Quality Assurance teams
- Build engagement with vendor leadership and ensure BPO process compliance
- Prepare and deliver executive-level presentations and project readouts
- Manage multiple strategic and tactical priorities in a fast-paced environment
Requirements:
- 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
- Experience presenting complex information clearly to senior stakeholders
- Exceptional analytical and reporting skills
- Data-driven mindset
- Ability to lead and manage multiple priorities and projects in a fast-paced environment
- Strategic decision-making with a long-term view
- Strong organizational skills and ability to execute project plans
- Open to travel up to 25% domestically and internationally
- Advanced degree or certification in business management, strategic planning, or project management (preferred)
- Experience with Salesforce reporting and case management (preferred)
Benefits:
- Flexible work location: home, office, or coffee shop
- Regular in-person events
- New hire equity grant
- Annual refresh equity grants
- Market-competitive compensation and benefits
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