CX Vendor Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive the performance and ongoing enhancement of Instacart's outsourced BPO network.

• Oversee, mentor, and nurture Associate Vendor Managers, including setting goals, providing feedback, conducting reviews, and facilitating career advancement.

• Assist with recruitment, onboarding, and succession planning efforts.

• Contribute to the development of Vendor Management strategies, functional goals, and roadmaps.

• Spearhead intricate CX projects and cross-departmental initiatives.

• Manage vendor performance, ensuring compliance with KPIs, SLAs, and staffing requirements.

• Supervise vendor escalations, corrective action plans, onboarding, off-boarding, and invoice processing.

• Propel improvements in quality, efficiency, and cost-effectiveness through data-driven analysis.

• Conduct root cause analyses to identify performance variances.

• Collaborate with CX, Operations, Business Development, Product, Engineering, Training, and Quality Assurance teams.

• Foster engagement with vendor leadership and ensure adherence to BPO processes.

• Prepare and present executive-level presentations and project summaries.

• Juggle multiple strategic and tactical priorities within a dynamic 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 various scales and complexities, including large-scale support and/or outsourcing operations.

• Proven experience in managing, coaching, and developing teams.

• Excellent written, verbal, and visual communication abilities.

• Proficient in presenting complex information clearly to senior stakeholders.

• Outstanding analytical and reporting capabilities.

• Data-driven approach to decision-making.

• Ability to lead and juggle multiple priorities and projects in a fast-paced setting.

• Strategic thinker with a focus on long-term outcomes.

• Strong organizational skills and capability to execute project plans effectively.

• Willingness to travel up to 25% domestically and internationally.

• Advanced degree or certification in business management, strategic planning, or project management (preferred).

• Familiarity 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.