Director of Vendor Management


January 26, 2021

Atlanta, GA, US

The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders. We are a customer-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.
As the Director of Vendor Management, you will lead the overall management, performance, strategy, and planning for our outsourcing operations. This includes oversight of performance for multiple partners, sites, and 1000+ agents across the globe. This includes leading a small but highly leveraged team of vendor managers, driving high performance with our vendors, selecting and launching new vendors/locations, and developing our ongoing strategy to improve quality, efficiency, and the overall customer experience. The right candidate is deeply experienced in scaled support operations, BPO management, highly analytical, exception leader, and able to thrive in a high-speed environment.
  • Lead overall performance of our global outsourcing operations and support experience
  • Build strong partnerships and engagement with existing and new BPO partners
  • Lead strategy to enable us to deliver high quality, efficiency, and world class support
  • Own weekly and monthly vendor performance and KPI reviews
  • Lead, manage, and develop a team of Vendor Managers and Team Leads
  • Drive 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
  • 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.
  • Owns and must understand contractual, commercial and operational working relationships with vendors to ensure that contractual commitments are delivered

  • Bachelor's degree in business, economics, engineering or a related field
  • 10+ years experience leading scaled support and outsourcing operations
  • Experience managing teams and leading managers
  • Experience driving measurable improvements in quality, efficiency, costs, and overall customer experience
  • Deep knowledge of the global BPO industry and operations
  • Strong written, verbal, and visual communication skills
  • Strong analytical and reporting skills
  • Excellent communication skills
  • 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