Remote CX Vendor Manager - Lead BPO Performance & Equity

Bazeta; EE. UU.; A distancia; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

New hire equity grant

Annual refresh grants

Remote role with flexible work options

Descripción de la vacante

Instacart is seeking a CX Vendor Manager to lead the outsourced BPO network and manage a team of Associate Vendor Managers. You will drive performance, strategy, and cross-functional collaboration to enhance customer experience.

You will develop and coach a high‑performing team, implement improvements, and lead complex projects with a data‑driven approach. This remote role includes travel up to 25% and competitive compensation.

Formación

• 6–8 years of experience leading support projects of varying size and complexity, including outsourcing operations.
• Experience coaching and developing people and leading teams.
• Strong written, verbal, and visual communication skills for senior stakeholders.
• Exceptional analytical and reporting skills with a data-driven mindset.

Responsabilidades

• Lead and develop a team of Associate Vendor Managers, including goal setting and performance reviews.
• Contribute to strategy development and roadmaps for Vendor Management.
• Own vendor performance across the BPO network with KPI and SLA accountability.
• Drive root cause analyses and data-driven improvements in quality and cost.
• Partner with CX, Operations, Business Development, Product, and Engineering teams.
• Oversee onboarding, off-boarding, and vendor-related programs and escalations.

Conocimientos

People leadership

Analytical skills

Strategic thinking

Project management

Communication skills

Organizational skills

Travel readiness

Educación

Bachelor’s degree in business, economics, communications, or related field

Advanced degree

Herramientas

Salesforce reporting

Case management

Descripción del empleo

Instacart is seeking a CX Vendor Manager to lead the outsourced BPO network and manage a team of Associate Vendor Managers. You will drive performance, strategy, and cross-functional collaboration to enhance customer experience.

You will develop and coach a high‑performing team, implement improvements, and lead complex projects with a data‑driven approach. This remote role includes travel up to 25% and competitive compensation.