Vendor Manager
We're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Introducing Our Hybrid Working Model
As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work. Learn more about our flexible approach to where we work.
OVERVIEW
The Community Operations team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.
What you’ll be doing...
As the Vendor Manager you will be responsible driving high performance with our Business Process Outsourcing (BPO) partners. Our team supports customers and shoppers who are seeking answers to questions, and we have a outsourced network of hundreds of Customer Service Representatives (CSRs) helping answer those questions globally. It’s imperative that our support network is optimized to deliver a world-class support experience. The right candidate is able to make tough data-backed decisions in a high-stakes, high-speed environment. They are passionate about Instacart, and love getting in the weeds to drive high performance and results.
ABOUT THE JOB
- Own daily and weekly vendor performance and KPI management
- Drive ongoing continuous improvement initiatives to improve quality and cost
- Lead data-driven root cause analysis for variances in operational performance
- Support vendor escalations, and lead corrective action plans
- Foster an environment of collaboration, engagement, and high performance
- Ensure the vendors are following all Instacart processes and procedures
- Partner with Training and Vendors to ensure Agent Training is world class
- Partner with internal Quality Team and Vendors to ensure quality standards.
- Execute on strategic vision for the Vendors and their performance
- Create and drive a Rewards and Recognition program for vendors to improve morale and establish pride with agents
ABOUT YOU
- Bachelor's degree in business, economics, engineering or a related field
- 5+ years experience in scaled support and/or outsourcing operations
- Experience presenting complex information in a clear and concise manner
- Strong written, verbal, and visual communication skills
- Strong analytical and reporting skills
- Excellent communication skills
- 50% travel to partner sites domestically and internationally
- Deep passion for customer support and operational excellence
- Ability to manage many projects and priorities in a fast-paced environment
- Comfortable working autonomously on complex problems
- Experience creating project plans and executing them to completion
#LI-Remote
Accommodations & Accessibility
At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.