Allows customers to order groceries from their favorite local stores and have them delivered instantly.
Every few years, a company emerges and transforms an industry. Instacart been leading the evolution of a $800B retail market, and redefining how people shop for groceries. In a few short years we've launched same-day delivery in nearly 150 major US markets, provided flexible work to tens of thousands of Personal Shoppers on our platform, and have sold and delivered more than $1B in grocery products.
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 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.
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