- Company: Instacart
- Location: United States – Remote
- Job type: Full-time
- Salary: $120,000 – $151,000
About the role
Instacart is seeking a CX Vendor Manager to oversee the performance and continuous improvement of its outsourced Business Process Outsourcing (BPO) network. In this remote position, you will build and lead a team of Associate Vendor Managers to ensure consumers, shoppers, and retailers receive high-quality support. As a subject matter expert, you will contribute to the Vendor Management team’s strategy and act as a thought partner to company leaders. This fast-paced, data-driven role requires making well-informed decisions and developing people while delivering measurable outcomes.
Responsibilities
- People Leadership: Manage, coach, and develop a team of Associate Vendor Managers, including goal setting, performance reviews, and career growth.
- Strategy: Contribute to the development and implementation of the Vendor Management team’s strategy to support company objectives.
- Project & Performance Management: Lead complex projects, own vendor performance across the BPO network, and oversee vendor escalations and corrective action plans.
- Data & Analysis: Drive continuous improvement in quality and efficiency using a data-driven approach and lead root cause analyses of performance variances.
- Partnership & Influence: Partner with cross-functional teams such as Operations, Product, and Engineering to drive results and prepare executive-level presentations.
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, with experience presenting complex information to senior stakeholders.
- Exceptional analytical and reporting skills with a data-driven mindset.
- Proven ability to lead multiple priorities in a fast-paced environment.
- Open to travel up to 25% domestically and internationally.
Pay and benefits
Instacart offers highly market-competitive compensation and benefits. The base pay range depends on the candidate’s permanent work location:
- CA, NY, CT, NJ: $143,000 – $151,000 USD
- WA: $137,000 – $144,500 USD
- OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $131,000 – $138,500 USD
- All other states: $120,000 – $126,500 USD
Offers may vary based on candidate experience and skills. This role is eligible for a new hire equity grant as well as annual refresh grants.
How to apply
Apply directly on Instacart’s own careers website. Omadaily never charges job seekers.
