Founded in 2012, Instacart is a leader in North American online groceries and one of the fastest growing companies in e-commerce. Instacart's same-day delivery and pickup services bring everyday essentials and fresh groceries to consumers in the U.S. and Canada in as fast as an hour. At Instacart, we believe that great people are the ingredients for success. We like to think that we are like a potluck, everyone brings something new, different and flavorful to the table. Our mix of thoughtful, inventive and neighborly employees work together to deliver our common goal, to make grocery shopping effortless, and give valuable time back to our customers. We believe that just as meals are best shared together, success is best shared together. If this excites you, then Instacart just might be the place for you. Welcome home.

Your day to day…

Own daily and weekly vendor performance and KPI management
Drive 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 Agent Training is world class
Partner with internal Quality Team and Vendors to ensure quality standards.
Execute on strategic vision for the Vendors and their performance
Create and drive a Rewards and Recognition program for vendors to improve morale and establish pride with agents

You have…

Bachelor's degree in business, economics, engineering or a related field
5+ years experience in scaled support and/or outsourcing operations
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
50% travel to partner sites domestically and internationally
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

Want to learn more? Lettuce show you the way!

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.

As the Vendor Manager you will be responsible driving high performance with our Business Process Outsourcing (BPO) partners. Our team supports customers and shoppers who are seeking answers to questions, and we have a outsourced network of hundreds 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 high-stakes, high-speed environment. They are passionate about Instacart, and love getting in the weeds to drive high performance and results.

Want to see a slice of life at Instacart? Checkout #tasteofinstacart on Instagram and LinkedIn

Instacart News

Instacart is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression , sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.

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