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 Time Zone business hours.

Optional garnishes (Preferred Qualifications)

• Familiarity with SQL or data querying tools; experience with Salesforce or a similar CRM platform.
• Experience supporting nesting, training coordination, or quality assurance programs within a BPO environment.
• Customer-centric mindset with a genuine passion for operational excellence and continuous improvement.

#LI-Remote