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 review and management to ensure accuracy, compliance, and timely resolution of discrepancies.

Data & Analysis

Drive continuous improvement in quality, efficiency, and cost-effectiveness across support processes and teams, using a data-driven and customer-centric approach.
Lead and coach the team on root cause analyses of performance variances, turning findings into action.

Partnership & Influence

Partner with cross-functional teams in CX, Operations, Business Development, Product, and Engineering to drive results for our customers.
Partner with Training and Quality Assurance teams and vendors to deliver strong agent onboarding, ongoing training, and high-quality support standards.
Build collaboration and engagement with vendor leadership to create a high-performance vendor environment, and ensure process and procedure compliance across all BPO partners.
Prepare and deliver executive-level presentations and readouts on projects and initiatives, and help your team do the same.
Offer recommendations for improvement and build supportive relationships with stakeholders within and outside the team.

Operational Support

Manage multiple strategic and tactical priorities with broad scope in a fast-paced environment, with effective communication and follow-through.

The secret ingredients we’re looking for

Must-have pantry staples (Minimum Qualifications)

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

Optional garnishes (Preferred Qualifications)

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

#LI-REMOTE

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ

$143,000—$151,000 USD

$137,000—$144,500 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$131,000—$138,500 USD

All other states

$120,000—$126,500 USD

Career Guide for the CX Vendor Manager Role at Instacart

Job Overview

The CX Vendor Manager at Instacart is responsible for managing and improving the performance of the company’s partner network in customer service. This role involves leading a team, developing strategies to enhance service quality, and ensuring that customer support meets established benchmarks.

Key Responsibilities

Manage and develop a team of Associate Vendor Managers.
Contribute to the Vendor Management team’s strategic planning.
Oversee various projects aimed at enhancing customer support performance.
Analyze data to drive improvements in service quality and cost-effectiveness.
Collaborate with cross-functional teams to achieve business goals.
Communicate effectively with stakeholders and present findings at executive levels.

Required Skills and Knowledge

Technical Skills

Experience with outsourcing operations and managing support projects.
Strong analytical skills for data interpretation and reporting.

Soft Skills

Excellent communication skills, both verbal and written.
Strong leadership and people development abilities.
Ability to think strategically and make long-term decisions.
Strong organizational skills and multitasking capability.

Tools and Technologies

Familiarity with Salesforce and customer service management tools.
Proficiency in data analysis tools and reporting systems.

Certifications or Training

Advanced business management or project management certifications can enhance your profile.
Training in strategic planning methodologies may be beneficial.

Interview Preparation

Common Interview Questions

Can you describe your experience with vendor management?
How do you prioritize tasks in a fast-paced environment?
Give an example of a project you led that had significant impact.
How do you measure the success of vendor performance?
What strategies do you use for team development?
Describe a situation where you had to make a tough decision.
How do you handle conflicts within your team?
What data analysis methods do you prefer for performance tracking?
How do you foster collaboration across different departments?
Can you discuss a time you improved operational efficiency?

Advice on How to Answer Them

Use the STAR method (Situation, Task, Action, Result) for structured responses.
Be specific and quantify your achievements where possible.
Tailor your answers to reflect the company’s values and culture.

Important Topics Candidates Should Review

Current trends in customer service and vendor management.
Instacart’s mission and how customer experience can enhance it.
Frameworks for data analysis and performance measurement.

How to Increase Your Hiring Chances

CV Improvement

Focus on quantifiable achievements related to vendor management and performance outcomes.
Highlight relevant experience and skills that match the role description.

LinkedIn Profile Optimization

Ensure your profile reflects your CV and highlights relevant skills.
Engage with content related to customer experience and vendor management.

Portfolio or Project Ideas

Document case studies of past projects, focusing on results achieved.
Consider creating a presentation on a successful vendor management strategy.

Learning Recommendations

Enroll in courses related to project management and data analysis.
Stay updated with industry publications about customer service best practices.

Career Growth

Starting as a CX Vendor Manager can open doors to higher positions such as Senior Vendor Manager, Director of Customer Experience, or Head of Vendor Relations. Continuous skill development and strong performance can pave the way for leadership roles in strategic planning and operational excellence within the organization.