CX Vendor Manager
Core
Leads performance and continuous improvement of Instacart's outsourced BPO network and manages a team of Associate Vendor Managers to ensure world-class customer support.
Role type
Senior IC Vendor Manager (People Leadership & Strategy)
Builds
Scalable global network of Customer Service Representatives for grocery delivery
Domain
Grocery delivery / Customer Experience / Business Process Outsourcing
Required skills
Vendor management, People leadership, Strategic planning, Project management, Data analysis, Cross-functional partnership, Operational oversight, Stakeholder communication, Process improvement, Financial management
Preferred skills
Advanced degree, Salesforce reporting, Strategic planning certification, Project management certification, Team engagement, Operational excellence
Technologies
Salesforce
Responsibilities
Manage, coach, and develop a team of Associate Vendor Managers; Lead complex projects and programs within the CX Organization; Own vendor performance across the BPO network ensuring KPIs and SLAs are met; Drive continuous improvement in quality, efficiency, and cost-effectiveness; Partner with cross-functional teams to drive results; Prepare and deliver executive-level presentations.
Seniority
Senior, hands-on IC
