# CX Vendor Manager **Company**: Instacart **Location**: United States - Remote **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Salary**: $120,000-$151,000 **Category**: Customer Service **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/instacart/jobs/8292840?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_4471e1fb-e9c ## Description 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. ## Why this role is on the menu 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. ## Responsibilities ### 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. ## Requirements ### 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. ## Skills ### Required - business management - strategic planning - project management - data analysis - communication - leadership ### Nice to have - Salesforce reporting - case management - customer-centric mindset --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/instacart/jobs/8292840?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)