CX Vendor Manager

Job not on LinkedIn

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $120k - $151k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Instacart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🍽️ Food & Beverage

📦 Logistics

🛍️ eCommerce

💰 $232M Venture Round on 2021-11

Food & Beverage • Logistics • eCommerce

Instacart is a company that offers a flexible approach to work while transforming the grocery industry. It provides an essential service by delivering groceries and household goods to customers' doors in as little as 30 minutes. Instacart offers safe and flexible earning opportunities to personal shoppers and tackles challenges such as rerouting deliveries during snowstorms and connecting customers with coupons and deals. It aims to be the operating system for the grocery industry, thus helping customers save time for other activities. Instacart emphasizes diversity, equity, and belonging in its work culture.

📋 Description

• Lead performance and continuous improvement of Instacart's outsourced BPO network • Manage, coach, and develop Associate Vendor Managers, including goal setting, feedback, reviews, and career growth • Support hiring, onboarding, and succession planning • Contribute to Vendor Management strategy, functional objectives, and roadmaps • Lead complex CX projects and cross-functional initiatives • Own vendor performance, ensuring KPIs, SLAs, and headcount requirements are met • Oversee vendor escalations, corrective action plans, onboarding, off-boarding, and invoice management • Drive quality, efficiency, and cost-effectiveness improvements using data-driven analysis • Lead root cause analyses of performance variances • Partner with CX, Operations, Business Development, Product, Engineering, Training, and Quality Assurance teams • Build engagement with vendor leadership and ensure BPO process compliance • Prepare and deliver executive-level presentations and project readouts • Manage multiple strategic and tactical priorities in a fast-paced 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 varying size and complexity, including scaled support and/or outsourcing operations • Experience managing, coaching, and developing people • Strong written, verbal, and visual communication skills • Experience presenting complex information clearly to senior stakeholders • Exceptional analytical and reporting skills • Data-driven mindset • Ability to lead and manage multiple priorities and projects in a fast-paced environment • Strategic decision-making with a long-term view • Strong organizational skills and ability to execute project plans • Open to travel up to 25% domestically and internationally • Advanced degree or certification in business management, strategic planning, or project management (preferred) • Experience 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