Vendor Manager

    • Atlanta, GA

OVERVIEW

As the Vendor Manager you will be responsible for driving high performance with our Business Process Outsourcing (BPO) contact center partners. Our team supports customers and shoppers who are seeking answers to questions, and we have an outsourced network of thousands of Customer Service Representatives (CSRs) helping answer those questions globally. It's imperative that our support network is optimized to deliver a world-class support experience. The right candidate is able to make tough data-backed decisions in a high-stakes, high-speed environment. They are passionate about Instacart, our customers and love getting in the weeds to drive high performance and results.

ABOUT THE JOB

  • Own daily and weekly vendor performance and KPI management
  • Hold vendors accountable to performance expectations
  • Hold vendors accountable for reaching and maintaining required headcount to meet SLAs
  • Develop and lead ongoing continuous improvement initiatives to improve quality and cost
  • Lead data-driven root cause analysis for variances in operational performance
  • Support vendor escalations, and lead corrective action plans
  • Foster an environment of collaboration, engagement, and high performance
  • Ensure the vendors are following all Instacart processes and procedures
  • Partner with Training and Vendors to ensure Agent Training is world class
  • Partner with internal Quality Team and Vendors to ensure quality standards
  • Execute on strategic vision for the Vendors and their performance
  • Create and drive a Rewards and Recognition program for vendors to improve morale and establish pride with agents
  • Participate in the coordination of new vendor onboarding, as well as vendor off-boarding

ABOUT YOU
  • Bachelor's degree in business, economics, engineering or a related field
  • 5+ years experience in call center and/or BPO management experience
  • Experience presenting complex information in a clear and concise manner
  • Strong written, verbal, and visual communication skills
  • Strong analytical and reporting skills
  • Excellent communication skills
  • 50% travel to partner sites domestically and internationally
  • Deep passion for customer support and operational excellence
  • Ability to manage many projects and priorities in a fast-paced environment
  • Comfortable working autonomously on complex problems
  • Experience creating project plans and executing them to completion
  • Can think strategically, offers solutions when presenting problems


ABOUT INSTACART

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Instacart's same-day delivery and pickup services bring fresh groceries and everyday essentials to busy people and families across the U.S. and Canada in as fast as an hour. Since its founding in 2012, Instacart has become an essential service for millions of families, while also serving as an immediate, flexible earnings opportunity for hundreds of thousands of shoppers across North America. The company partners with more than 400 retailers and delivers from more than 25,000 stores across more than 5,500 cities in North America. Today, Instacart is accessible to more than 85% of households in the U.S. and more than 70% of households in Canada.

We believe that great people are the ingredients for success. We like to think that we are like a potluck-everyone brings something new, different and flavorful to the table. We believe that just as meals are best shared together, success is best shared together. Our mix of thoughtful, inventive and neighborly employees work together to deliver our common goal: to create a world where everyone has access to the food they love and more time to enjoy it together. If this resonates with you, then Instacart just might be the place for you.


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