Specialized Vendor Services Associate

Instacart; Remote; CAD 77,000 - 82,000; Full time

Job summary

A grocery delivery company is looking for an Operational Excellence Specialist to manage day-to-day operations and serve as a subject matter expert. The ideal candidate will have 2-4 years of experience in tech environments, be data-driven, and provide training to junior staff. This remote role requires Sunday availability and includes opportunities for growth in a dynamic setting. Competitive compensation is offered, with a base pay range of $77,000 to $82,000 CAD depending on experience.

Qualifications

• 2-4 years of experience in a fast-paced office environment.
• Sunday availability required, with holiday flexibility.
• Ability to connect KPIs and SLAs.
• Must have a positive attitude and adaptability.

Responsibilities

• Act as a subject matter expert for operational areas.
• Drive KPIs through data gathering and analysis.
• Coordinate and document operational processes.
• Execute daily operations with high efficiency.

Skills

Project management

Verbal communication

Written communication

Analytical skills

Attention to detail

Tools

Jira

SQL

Confluence

Smartsheets

Job description

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

Instacart's SVS team takes data-driven, customer-first approaches to ensure we are compliant with all local, state, and federal regulations related to grocery fulfillment. In this role, you will be responsible for executional excellence as an individual contributor with a focus on operationalizing indirect support for a multi-sided marketplace.

You will act as the point of contact for day-to-day operations with internal specialists and third party vendors by providing guidance and training to drive performance outcomes, engagement and service quality.

The Specialized Vendor Service Team is part of Instacart Operations and is focused on scalable solutions for indirect consumer, shopper and retailer support. We enable efficient and effective scaling through operational support, quality assurance, and strategic resource management.

About the Job

• Subject matter expert for one or more key operational program areas. You will be a resource for ensuring junior staff members understand how to execute consistently to achieve program goals
• Contribute to, or, co-lead initiatives and project management efforts with clear objectives, deliverables, and timelines for cross-functional teams to navigate discussions and follow-up updates
• Driving KPIs and Service Level Agreements (SLAs): Data Gathering, Organizing, and Review to identify performance trends and to make recommendations regarding internal and vendor operations
• Benchmarking: Establishing processes for new workflows and leveraging automation and AI technology to drive improvement in existing workflows to achieve operational goals
• Create & maintain detailed documentation of operational processes and metrics
• Work with vendor partners to execute, improve, and maintain day-to-day tasks
• Execution of day-to-day operations to ensure a high level of quality and efficiency

About You

Minimum Qualifications

• 2-4 years of professional experience, ideally in a fast-paced office environment in the technology industry
• This role requires Sunday availability, with occasional Weekend and/or Holiday availability
• Ability to connect performance outcomes with KPIs and SLAs
• Ability to execute consistently with a high degree of accuracy and attention to details
• Operate with a high degree of confidentiality
• Positive attitude and fortitude to work through ever-changing and dynamic operational conditions
• Ability to multitask, organize, and work with changing priorities
• Demonstrates strong verbal and written communication and comfortably gives and receives clear, constructive feedback to support continuous growth.

Preferred Qualifications

• Functional competency (academic or professional background) in any of the following: project management, computer science, artificial intelligence
• Familiarity with SQL
• Experience using project management tools such as Jira, Smartsheets, Confluence or similar

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

CAN

$77,000 — $82,000 CAD