Support Vendor Manager

Instacart, Atlanta

Groceries and home essentials delivered from local stores in 1 hour

Instacart is building the best way for people anywhere in the world to shop for groceries. Since Instacart started in 2012, we’ve launched same-day delivery in 200 US markets. We are laser focused on delivering groceries from your favorite stores right to your door. We now cover over 60% of US households and aim to have 80% coverage by the end 2018—that's 90 million households! From a technology point of view, the platform is complex, rapidly scaling and processing millions of transactions in real-time all of the time. Our technology coupled with operational expertise enables Instacart to deliver fresh groceries in as little as an hour. This is a difficult problem to master and we are making it happen. Every day, we solve incredibly hard problems to create an experience for our customers that is absolutely magical.

The Community Operations team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.



What you’ll be doing...

As the Support Vendor Manager you will be responsible for growing and managing Instacart’s Business Process Outsourcing (BPO) network and Workforce Management (WFM) function within the Community Operations organization. Having sold and delivered more than $1B in grocery products, and provided flexible work to tens of thousands of Personal Shoppers on our platform, customers are seeking answers to questions about their interactions with Instacart, and hundreds of Customer Service Representatives (CSRs) helping answer those questions, 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, passionate about solutions, and love getting in the weeds on any and all issues.


Core Responsibilities

  • Own daily and weekly vendor performance and KPI management

  • Responsible for driving outsourcing operational metrics

  • Manage partner forecasting process and effectiveness

  • Own vendor escalations, change management, and corrective action

  • Drive ongoing continuous improvement initiatives

  • Launch new vendor site operations and/or new vendor expansions

  • Manage and report on vendor performance for weekly/quarterly business reviews.

  • Lead root cause analysis and corrective action for variances in operational performance

  • Foster an environment of collaboration, engagement, and high performance

  • Determine contact center site strategy, including in-house vs. outsourced allocations, number of contact centers required, lines of businesses supported at each center, and staffing capacity requirements

  • Create and maintain standards for managing BPOs and ensure regulatory compliance through close collaboration with Legal team

  • Liaise with internal/external audit and assessment teams to ensure compliance to established standards

  • Establish team goals, measure team performance and ensure that performance management responsibilities are executed, including communication, performance monitoring, documentation and coaching

  • Manage BPO procurement activities, including request for proposal process, due diligence, site selection, pricing and contract negotiation, and program launch and implementation

  • Own BPO contracts, relationship management, and service delivery, and implement robust policies and mechanisms to ensure that BPOs meet and exceed Instacart’s customer experience expectations

  • Manage the BPO service cost and incentive models, regularly evaluate them for efficacy, and make enhancements as required

  • Manage global CSR staffing levels to meet service level requirements, while optimizing cost, quality, and efficiency


Experience, Requirements & Qualifications

  • Bachelor's degree in business, economics, engineering or a related field

  • 5+ years in managing global operations including launching and managing partner sites and performance

  • Demonstrated ability to hire, develop and promote top talent

  • Experience presenting complex information in a clear and concise manner and in engaging and influencing senior executives.

  • Strong written, verbal, and visual communication skills, and proven ability to influence and drive consensus at senior levels across functional and geographic boundaries in a matrix organization

  • In-depth expertise in contact center forecasting, scheduling and capacity planning, and working with skill-based contact routing environments

  • Experience selecting, implementing, and utilizing industry-accepted workforce planning software/applications

  • In-depth understanding of integrated workforce management and quality assurance tools working in tandem with a robust Customer Relationship Management application and telephony systems

  • Available to travel to partner sites domestically and internationally to perform 30% of the job duties

  • Extensive experience in BPO relationship management and contract negotiation and administration

  • Deep passion for customer support and operational excellence

  • Strong analytical and reporting skills

  • Excellent communication skills

  • 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

  • COPC Registered Coordinator certification strongly preferred


  • Talented and collaborative coworkers who will both push and support you
  • Market competitive salary, equity
  • Medical, dental, vision benefits and 401(k) retirement plan
  • Take what you need vacation (and we really mean it)
  • 16 weeks maternity leave / 8 weeks paternity leave so you can truly bond with your child
  • Complimentary Instacart Express membership (free Instacart delivery!)


About Instacart

You can choose from a variety of local stores including Whole Foods, Safeway, Costco, Mariano's and many more, as well as being able to mix items from multiple stores into one order. Every day, we solve incredibly hard problems to create an experience for our customers that is nothing short of magical. 

Want to learn more about Instacart? Visit Instacart's website.