CX Vendor Manager

Instacart

. Lead performance and continuous improvement of Instacart's outsourced BPO network .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSenior💰 $120,000 - $151,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading performance improvement initiatives within outsourced BPO networks, managing vendor relationships, and executing strategic decision-making. Proficient in data-driven analysis, project management, and effective communication with senior stakeholders.

Highest-signal resume keywords

Vendor ManagementPerformance ImprovementData-Driven AnalysisProject ManagementCoaching And Development

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance MetricsKPI ManagementRoot Cause AnalysisAnalytical SkillsProject Planning

Soft Skills

Strong Communication SkillsOrganizational SkillsStrategic Decision-MakingLeadership

Tools & Technologies

Salesforce ReportingCase Management

Certifications & Qualifications

Advanced Degree In Business ManagementCertification In Strategic PlanningCertification In Project Management

Industry Keywords

BPO ComplianceCX ProjectsOutsourcing OperationsVendor EscalationsExecutive Presentations

About the role

Key responsibilities & impact

Lead performance and continuous improvement of Instacart's outsourced BPO network
Manage, coach, and develop Associate Vendor Managers, including goal setting, feedback, reviews, and career growth
Support hiring, onboarding, and succession planning
Contribute to Vendor Management strategy, functional objectives, and roadmaps
Lead complex CX projects and cross-functional initiatives
Own vendor performance, ensuring KPIs, SLAs, and headcount requirements are met
Oversee vendor escalations, corrective action plans, onboarding, off-boarding, and invoice management
Drive quality, efficiency, and cost-effectiveness improvements using data-driven analysis
Lead root cause analyses of performance variances
Partner with CX, Operations, Business Development, Product, Engineering, Training, and Quality Assurance teams
Build engagement with vendor leadership and ensure BPO process compliance
Prepare and deliver executive-level presentations and project readouts
Manage multiple strategic and tactical priorities in a fast-paced environment

Requirements

What you’ll need

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
Experience presenting complex information clearly to senior stakeholders
Exceptional analytical and reporting skills
Data-driven mindset
Ability to lead and manage multiple priorities and projects in a fast-paced environment
Strategic decision-making with a long-term view
Strong organizational skills and ability to execute project plans
Open to travel up to 25% domestically and internationally
Advanced degree or certification in business management, strategic planning, or project management (preferred)
Experience with Salesforce reporting and case management (preferred)

Benefits

Comp & perks

Flexible work location: home, office, or coffee shop
Regular in-person events
New hire equity grant
Annual refresh equity grants
Market-competitive compensation and benefits