Vendor Manager

OVERVIEW

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

ABOUT THE JOB 

• Own daily and weekly vendor performance and KPI management
• Partner with vendors to achieve performance expectations and hold them accountable where needed
• Hold vendors accountable for reaching and maintaining required headcount to meet SLAs
• Develop and lead 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 agents are ready to answer the needs of our clients
• Partner with internal Quality Team and Vendors to ensure quality standards
• Execute on strategic vision for the Vendors and their performance
• Create and drive Rewards and Recognition programs for vendors to motivate agents and maximize performance
• Participate in the coordination of new vendor onboarding, as well as vendor off-boarding

 ABOUT YOU 

• Bachelor's degree in business, economics, engineering or a related field
• 5+ years experience in a role very similar to this one
• Have a deep understanding of factors that impact and improve agent performance
• 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
• Travel to partner sites internationally as needed.  Typically around four times a year
• 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
• Can think strategically, offers solutions when presenting problems

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