Vendor Manager

Remote, USA
Full Time
Customer Service
Posted on: September 05, 2022

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.


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 complex, high-speed environment. They are passionate about Instacart, our customers and love getting in the weeds to drive high performance and results.


  • Own daily and weekly vendor performance and KPI management
  • Partner with vendors to achieve performance expectations and hold them accountable where needed
  • 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 agents are ready to answer the needs of our clients
  • Partner with internal Quality Team and Vendors to ensure quality standards
  • Execute on strategic vision for the Vendors and their performance
  • Create and drive Rewards and Recognition programs for vendors to motivate agents and maximize performance
  • Participate in the coordination of new vendor onboarding, as well as vendor off-boarding


  • Bachelor's degree in business, economics, engineering or a related field
  • 5+ years experience in a role very similar to this one
  • Have a deep understanding of factors that impact and improve agent performance
  • 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
  • Travel to partner sites internationally as needed. Typically around four times a year
  • 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


Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist

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Vendor Manager


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