CX Vendor Manager

We're transforming the grocery industry At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers. Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table. Instacart is a Flex First team There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work. Why this role is on the menu 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 to do it. This role is critical to ensuring consumers, shoppers, and retailers receive world-class support through a scalable global network of Customer Service Representatives. As a subject matter expert in vendor management, you will lead complex programs across the CX Organization, contribute to the Vendor Management team's strategy, and act as a thought partner to leaders across the company. The role is fast-paced and data-driven, and calls for someone who can make tough, well-informed decisions, think long-term, and develop people while delivering measurable outcomes. About the Team The CX Shopper Pillar team at Instacart is dedicated to providing the best possible customer experience. We are passionate about understanding customer needs and using data-driven insights to improve processes and drive innovation. We work collaboratively across the organization to ensure our customers have a seamless and enjoyable experience with Instacart. What you'll cook up in your first year People Leadership • Manage, coach, and develop a team of Associate Vendor Managers, including goal setting, regular feedback, performance reviews, and career growth. • Build team capability by setting clear expectations, delegating effectively, and creating a culture of ownership, accountability, and continuous learning. • 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. Strategy • Actively contribute to the development and implementation of the Vendor Management team's strategy to support company objectives. • Apply broad expertise to help set functional objectives and roadmaps, weighing both known and intangible factors to make sound, long-term decisions. Project & Performance Management • Lead complex projects and programs within the Pillar and CX, and contribute to large-scale initiatives with non-CX cross-functional partners that drive overall performance. • Engage with CX and non-CX management teams while leading projects. • Own vendor performance across the BPO network, ensuring KPIs, SLAs, and headcount requirements are met, with day-to-day oversight carried out through your team. • Oversee vendor escalations and corrective action plans, stepping in on the highest-impact issues. • Guide vendor onboarding and off-boarding, and oversee invoice revi