The opportunity
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.
What you'll do
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.
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.
What they're looking for
- 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.
