CX Vendor Manager

Instacart is seeking a CX Vendor Manager to lead the performance and continuous improvement of its outsourced Business Process Outsourcing (BPO) network. This role involves building and managing a team of Associate Vendor Managers, ensuring world-class support for consumers, shoppers, and retailers through a scalable global network of Customer Service Representatives. The position is fast-paced and data-driven, requiring tough, well-informed decisions and long-term thinking.

• Manage, coach, and develop a team of Associate Vendor Managers, including goal setting, feedback, performance reviews, and career growth.
• Contribute to the Vendor Management team's strategy and set functional objectives and roadmaps.
• Lead complex projects and programs within the CX organization, owning vendor performance across the BPO network to meet KPIs, SLAs, and headcount requirements.
• Oversee vendor escalations, corrective action plans, onboarding/off-boarding, and invoice review.
• Drive continuous improvement in quality, efficiency, and cost-effectiveness using a data-driven approach.
• Partner with cross-functional teams in CX, Operations, Business Development, Product, and Engineering.
• Prepare and deliver executive-level presentations and readouts.

• Bachelor's degree in business, economics, communications, or related field, or equivalent experience.
• 6-8 years of experience leading support projects, including scaled support and/or outsourcing operations.
• Experience managing, coaching, and developing people.
• Strong communication and analytical skills with a data-driven mindset.
• Open to travel up to 25% domestically and internationally.

• Advanced degree or certification in business management, strategic planning, or project management.
• Experience with Salesforce reporting and case management.

Base pay ranges for US-based candidates: CA, NY, CT, NJ: $143,000—$151,000; WA: $137,000—$144,500; OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $131,000—$138,500; All other states: $120,000—$126,500. Eligible for new hire equity grant and annual refresh grants. Instacart provides market-competitive benefits.

Apply via the provided link.