Specialized Vendor Services Associate at Instacart

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.

Overview

Instacart's SVS team takes data-driven, customer-first approaches to ensure we are compliant with all local, state, and federal regulations related to grocery fulfillment. In this role, you will be responsible for executional excellence as an individual contributor with a focus on operationalizing indirect support for a multi-sided marketplace.

You will act as the point of contact for day-to-day operations with internal specialists and third party vendors by providing guidance and training to drive performance outcomes, engagement and service quality.

The Specialized Vendor Service Team is part of Instacart Operations and is focused on scalable solutions for indirect consumer, shopper and retailer support. We enable efficient and effective scaling through operational support, quality assurance, and strategic resource management.

About the Job

Subject matter expert for one or more key operational program areas. You will be a resource for ensuring junior staff members understand how to execute consistently to achieve program goals

Contribute to, or, co-lead initiatives and project management efforts with clear objectives, deliverables, and timelines for cross-functional teams to navigate discussions and follow-up updates

Driving KPIs and Service Level Agreements (SLAs): Data Gathering, Organizing, and Review to identify performance trends and to make recommendations regarding internal and vendor operations

Benchmarking: Establishing processes for new workflows and leveraging automation and AI technology to drive improvement in existing workflows to achieve operational goals

Create & maintain detailed documentation of operational processes and metrics

Work with vendor partners to execute, improve, and maintain day-to-day tasks

Execution of day-to-day operations to ensure a high level of quality and efficiency

About You

Minimum Qualifications

2-4 years of professional experience, ideally in a fast-paced office environment in the technology industry

This role requires Sunday availability, with occasional Weekend and/or Holiday availability

Ability to connect performance outcomes with KPIs and SLAs

Ability to execute consistently with a high degree of accuracy and attention to details

Operate with a high degree of confidentiality

Positive attitude and fortitude to work through ever-changing and dynamic operational conditions

Ability to multitask, organize, and work with changing priorities

Demonstrates strong verbal and written communication and comfortably gives and receives clear, constructive feedback to support continuous growth.

Preferred Qualifications

Functional competency (academic or professional background) in any of the following:project management, computer science, artificial intelligence

Familiarity with SQL

Experience using project management tools such as Jira, Smartsheets, Confluence or similar

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ

$76,000—$80,000 USD

$73,000—$77,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$69,000—$73,000 USD

All other states

$63,000—$67,000 USD

Specialized Vendor Services Associate

Job Description