Vendor Operations Senior Associate

EngineersOfAI; Northern (KY); On-site; USD 70,000 - 100,000; Full time

Job summary

Instacart is seeking a CX Shopper Vendor Management professional to empower Shoppers and optimize vendor performance. You will partner with BPO providers, leverage data to improve processes, and maintain high standards across the shopper support ecosystem.

The role involves coordinating onboarding, performance tracking, and continuous improvement initiatives in a fast-paced environment, with travel ~25% and availability to work Eastern time.

Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• 2–4 years in project coordination, customer support operations, or BPO roles.
• Strong data analysis skills and ability to translate data into insights.
• Excellent written and verbal communication with external stakeholders.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to travel ~25% domestically and internationally.
• Availability to work Eastern time.

Responsibilities

• Monitor BPO vendor performance daily; surface KPI variances and drive timely corrective action.
• Maintain and improve scorecards, dashboards, and trackers for real-time vendor health insights.
• Coordinate onboarding, milestones, and off-boarding with BPO partners; escalate complex issues.
• Support QA, nesting, and training programs; report trends and drive improvements.
• Lead cross-team initiatives; contribute to Vendor Management strategy and governance.

Skills

Data analysis

Communication

Prioritization

Travel readiness

Time-zone work

Education

Bachelor's degree in business, economics, operations, or related field

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.

Why this role is on the menu

The CX Shopper Vendor Management team at Instacart is dedicated to empowering Shoppers to deliver exceptional service. By providing co-pilot support and leveraging data-driven insights, the team enhances processes, drives innovation, and ensures a seamless experience for both Shoppers and customers. Operating within a fast-paced, cross-functional environment and working closely with a network of BPO partners, this role is what keeps high standards of quality, efficiency, and operational excellence front and center across the shopper support ecosystem.

Without this owner in place, vendor performance gaps surface too slowly and the data informing decisions loses its reliability. A year from now, this person will have tightened the feedback loop between Instacart and its BPO partners, built scorecards the broader team trusts, and brought the operational discipline that lets the team continue to innovate at scale.

What you\'ll cook up in your first year

• 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 the team real-time visibility into vendor health and translating raw data into clear recommendations.
• Onboarding, milestone tracking, and off-boarding coordination with BPO partners are handled with precision, with complex issues escalated to the right stakeholders at the right time.
• 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, process compliance reviews, and hands-on project contributions.

The secret ingredients we\'re looking for

Must-have pantry staples (Minimum Qualifications)

• Bachelor\'s degree in business, economics, operations, or a 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, including the ability to translate data into actionable insights and recommendations.
• Strong written and verbal communication skills, with experience presenting clearly to peers and external vendor stakeholders.
• Proven ability to manage multiple priorities simultaneously in a fast-paced, constantly evolving environment.
• Strong organizational skills and attention to detail, with a track record of following through on commitments and escalating appropriately.
• Willingness to travel approximately 25% domestically and internationally.
• Availability to work Eastern