CX Vendor Manager

Instacart

1d•$120,000 - $151,000•Remote

About The Position

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. The role helps ensure consumers, shoppers, and retailers receive high-quality support through a scalable global network of Customer Service Representatives. It leads complex programs across the CX organization, contributes to vendor management strategy, and advises leaders across the company. This is a fast-paced, data-driven role that requires sound decision-making, long-term thinking, people development, and measurable results. The role manages, coaches, and develops Associate Vendor Managers; contributes to strategy and functional roadmaps; leads projects and programs; and owns BPO vendor performance across KPIs, SLAs, and headcount requirements. It oversees escalations, corrective action plans, vendor onboarding and offboarding, and invoice review. The manager drives data-informed continuous improvement, collaborates with teams across CX and the broader company, supports agent training and quality standards, builds vendor relationships, and delivers executive-level presentations and project readouts. This is a remote role under Instacart’s Flex First approach. Employees may choose where they work, such as home, an office, or a coffee shop, and participate in regular in-person events. The role is open to domestic and international travel up to 25%. Compensation varies by permanent work location. U.S. base salary ranges are $143,000–$151,000 in CA, NY, CT, and NJ; $137,000–$144,500 in WA; $131,000–$138,500 in OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, and HI; and $120,000–$126,500 in all other states. The role is eligible for a new-hire equity grant and annual refresh grants.

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, including experience presenting complex information clearly to senior stakeholders.
Exceptional analytical and reporting skills and a data-driven mindset.
Proven ability to lead and manage multiple priorities and projects in a fast-paced environment.
Strategic thinking and ability to make sound long-term decisions while consulting managers and peers for guidance.
Strong organizational skills and ability to create and execute project plans effectively.
Willingness to travel domestically and internationally up to 25%.

Nice To Haves

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 operational excellence.
Experience fostering collaboration and driving engagement among teams.

Responsibilities

Manage, coach, and develop Associate Vendor Managers through goal setting, feedback, performance reviews, and career development.
Set clear expectations, delegate effectively, and foster ownership, accountability, and continuous learning across the team.
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.
Contribute to the development and implementation of Vendor Management team strategy and help set functional objectives and roadmaps.
Lead complex projects and programs within the Pillar and CX, and contribute to large-scale initiatives with non-CX cross-functional partners.
Own BPO network vendor performance, ensuring KPIs, SLAs, and headcount requirements are met; oversee day-to-day vendor management through the team.
Oversee vendor escalations and corrective action plans, personally addressing the highest-impact issues.
Guide vendor onboarding and offboarding, and oversee invoice review and management for accuracy, compliance, and timely resolution of discrepancies.
Drive continuous improvement in support quality, efficiency, and cost-effectiveness using data and a customer-centric approach.
Lead and coach the team in root cause analyses of performance variances and translate findings into action.
Partner with CX, Operations, Business Development, Product, and Engineering teams to drive customer outcomes.
Work with Training and Quality Assurance teams and vendors to support agent onboarding, ongoing training, and high-quality support standards.
Build collaboration and engagement with vendor leadership and ensure BPO partners comply with processes and procedures.
Prepare and deliver executive-level presentations and project readouts, and support the team in doing the same.
Recommend improvements and build productive relationships with stakeholders inside and outside the team.
Manage multiple strategic and tactical priorities in a fast-paced environment, communicating effectively and following through.