Partner Engagement Manager (BPO)
We're transforming the grocery industry
Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together.
Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.
OVERVIEW
As the Vendor Manager you will be responsible for driving high performance with our Business Process Outsourcing (BPO) contact center partners. Our team supports customers and shoppers who are seeking answers to questions, and we have an outsourced network of thousands of Customer Service Representatives (CSRs) helping answer those questions globally. It’s imperative that our support network is optimized to deliver a world-class support experience. The right candidate is able to make tough data-backed decisions in a high-stakes, high-speed environment. They are passionate about Instacart, our customers and love getting in the weeds to drive high performance and results.
ABOUT THE JOB
- Own daily and weekly vendor performance and KPI management
- Hold vendors accountable to performance expectations
- Hold vendors accountable for reaching and maintaining required headcount to meet SLAs
- Develop and lead ongoing continuous improvement initiatives to improve quality and cost
- Lead data-driven root cause analysis for variances in operational performance
- Support vendor escalations, and lead corrective action plans
- Foster an environment of collaboration, engagement, and high performance
- Ensure the vendors are following all Instacart processes and procedures
- Partner with Training and Vendors to ensure Agent Training is world class
- Partner with internal Quality Team and Vendors to ensure quality standards
- Execute on strategic vision for the Vendors and their performance
- Create and drive a Rewards and Recognition program for vendors to improve morale and establish pride with agents
- Participate in the coordination of new vendor onboarding, as well as vendor off-boarding
ABOUT YOU
- Bachelor's degree in business, economics, engineering or a related field
- 5+ years experience in call center and/or BPO management experience
- Experience presenting complex information in a clear and concise manner
- Strong written, verbal, and visual communication skills
- Strong analytical and reporting skills
- Excellent communication skills
- 50% travel to partner sites domestically and internationally
- Deep passion for customer support and operational excellence
- Ability to manage many projects and priorities in a fast-paced environment
- Comfortable working autonomously on complex problems
- Experience creating project plans and executing them to completion
- Can think strategically, offers solutions when presenting problems
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Accommodations & Accessibility
At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.