Remote Strategic Vendor Operations Lead

Instacart; Canada; On-site; CAD 82,000 - 87,000; Full time

Job summary

Instacart is seeking a CX Shopper Vendor Management professional in Canada to empower Shoppers and optimize vendor performance across a network of BPO partners. You will drive data-informed decisions, build scorecards, and maintain dashboards that provide real-time insights into vendor health.

The role focuses on onboarding and off-boarding coordination, escalations to the right stakeholders, and continuous improvement initiatives.

Qualifications

• Bachelor's degree in business, economics, operations, or related field, or equivalent practical experience.
• 2 to 4 years of experience in project coordination, customer support operations, or BPO-related roles.
• Demonstrated data analysis skills with ability to translate data into insights and recommendations.
• Strong written and verbal communication skills, with experience presenting to peers and vendor stakeholders.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail, with a track record of following through and escalation where needed.
• Willingness to travel approximately 25% domestically and internationally.
• Availability to work Eastern Time Zone business hours.

Responsibilities

• BPO vendor performance is monitored daily, with KPI variances surfaced quickly and root cause analysis driving timely corrective action across the network.
• Scorecards, dashboards, and operational trackers are maintained and continuously improved, giving real-time visibility into vendor health and translating data into recommendations.
• Onboarding, milestone tracking, and off-boarding coordination with BPO partners are handled with precision, with complex issues escalated to the right stakeholders.
• Quality and training programs are supported through nesting coordination and QA trend reporting, bridging execution with continuous improvement across vendor partners.
• Cross-team initiatives and Vendor Management strategy projects are advanced through stakeholder materials and process reviews.

Skills

Data analysis

Communication

Multitasking

Organization

Travel

Eastern Time

Education

Bachelor's degree in business, economics, operations

Tools

SQL

Salesforce

Job description

Instacart is seeking a CX Shopper Vendor Management professional in Canada to empower Shoppers and optimize vendor performance across a network of BPO partners. You will drive data-informed decisions, build scorecards, and maintain dashboards that provide real-time insights into vendor health.

The role focuses on onboarding and off-boarding coordination, escalations to the right stakeholders, and continuous improvement initiatives.