Note: The job is a remote job and is open to candidates in USA. Instacart is transforming the grocery industry by providing grocery delivery and flexible earning opportunities for Personal Shoppers. The Vendor Operations Senior Associate will manage BPO vendor performance, maintain operational reporting, support quality and training programs, and advance cross-functional Vendor Management initiatives.
Responsibilities
- 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
Skills
- * 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
- * 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
Benefits
- Flex First work arrangement: employees can choose to work from home, an office, or a coffee shop, with regular in-person events.
- This role is eligible for a new hire equity grant.
- This role is eligible for annual refresh grants.
Company Overview
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