Where can Instacart employees work remotely from?

US employees can work remotely from any state except Alaska and the US Territories, and Canadian employees from Ontario, Alberta, or British Columbia. Instacart has no return-to-office date, though a small set of roles such as Workplace Managers, IT, and Regional Ops must work from a specific location or time zone.

Does Instacart have offices, and do I have to use one?

Yes. Instacart keeps offices in San Francisco (its headquarters), Toronto, and New York City, and they are open to all employees to drop in whenever they choose. Working from an office is optional for most roles under the Flex First model.

How does Instacart keep remote teams connected in person?

Through Team Jams, in-person gatherings held a few times a year at the team, department, or company level, plus company-wide events. Attendance is optional and Instacart covers all travel expenses for these get-togethers.

What does Instacart provide for a home office setup?

Flex First includes a stipend to outfit your work-from-home setup and monthly internet reimbursements. Employees also get a monthly $100 personal wellness stipend, or the local equivalent, on top of the setup support.

What kinds of roles does Instacart hire remotely?

Recent openings skew heavily toward engineering, machine learning, and data science, alongside product, sales, finance, and people teams. Most postings are listed as remote across the United States and Canada, often as paired US and Canadian listings for the same role.

CX Vendor Manager

Instacart

Remote

Job Description

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.

Why this role is on the menu

The CX Vendor Manager leads the performance and continuous improvement of Instacart's outsourced Business Process Outsourcing (BPO) network, and builds and manages a team of Associate Vendor Managers to do it. This role is critical to ensuring consumers, shoppers, and retailers receive world-class support through a scalable global network of Customer Service Representatives. As a subject matter expert in vendor management, you will lead complex programs across the CX Organization, contribute to the Vendor Management team's strategy, and act as a thought partner to leaders across the company. The role is fast-paced and data-driven, and calls for someone who can make tough, well-informed decisions, think long-term, and develop people while delivering measurable outcomes.

About the Team

The CX Shopper Pillar team at Instacart is dedicated to providing the best possible customer experience. We are passionate about understanding customer needs and using data-driven insights to improve processes and drive innovation. We work collaboratively across the organization to ensure our customers have a seamless and enjoyable experience with Instacart.

What you'll cook up in your first year

People Leadership

Manage, coach, and develop a team of Associate Vendor Managers, including goal setting, regular feedback, performance reviews, and career growth.
Build team capability by setting clear expectations, delegating effectively, and creating a culture of ownership, accountability, and continuous learning.
Support hiring, onboarding, and succession planning for the Vendor Management team.
Allocate work and priorities across the team to balance vendor coverage, project delivery, and individual development.

Strategy

Actively contribute to the development and implementation of the Vendor Management team's strategy to support company objectives.
Apply broad expertise to help set functional objectives and roadmaps, weighing both known and intangible factors to make sound, long-term decisions.

Project & Performance Management

Lead complex projects and programs within the Pillar and CX, and contribute to large-scale initiatives with non-CX cross-functional partners that drive overall performance.
Engage with CX and non-CX management teams while leading projects.
Own vendor performance across the BPO network, ensuring KPIs, SLAs, and headcount requirements are met, with day-to-day oversight carried out through your team.
Oversee vendor escalations and corrective action plans, stepping in on the highest-impact issues.
Guide vendor onboarding and off-boarding, and oversee invoice review and management to ensure accuracy, compliance, and timely resolution of discrepancies.

Data & Analysis

Drive continuous improvement in quality, efficiency, and cost-effectiveness across support processes and teams, using a data-driven and customer-centric approach.
Lead and coach the team on root cause analyses of performance variances, turning findings into action.

Partnership & Influence

Partner with cross-functional teams in CX, Operations, Business Development, Product, and Engineering to drive results for our customers.
Partner with Training and Quality Assurance teams and vendors to deliver strong agent onboarding, ongoing training, and high-quality support standards.
Build collaboration and engagement with vendor leadership to create a high-performance vendor environment, and ensure process and procedure compliance across all BPO partners.
Prepare and deliver executive-level presentations and readouts on projects and initiatives, and help your team do the same.
Offer recommendations for improvement and build supportive relationships with stakeholders within and outside the team.

Operational Support

Manage multiple strategic and tactical priorities with broad scope in a fast-paced environment, with effective communication and follow-through.

The secret ingredients we're looking for

Must-have pantry staples (Minimum Qualifications)

Bachelor's degree in business, economics, communications, or a related field, or equivalent experience.
6-8 years of experience leading support projects of varying size and complexity, including scaled support and/or outsourcing operations.
Experience managing, coaching, and developing people.
Strong written, verbal, and visual communication skills, with experience presenting complex information clearly to senior stakeholders.
Exceptional analytical and reporting skills, with a data-driven mindset.
Proven ability to lead and manage multiple priorities and projects in a fast-paced environment.
Strategic thinker who can make sound decisions with a long-term view, while consulting managers and peers for guidance.
Strong organizational skills, with the ability to create and execute project plans effectively.
Open to travel (up to 25%) domestically and internationally.

Optional garnishes (Preferred Qualifications)

Advanced degree, or certification in business management, strategic planning, or project management.
Experience with Salesforce reporting and case management.
Customer-centric mindset and passion for driving operational excellence.
Experience fostering collaboration and driving engagement among teams.

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

$143,000—$151,000 USD

$137,000—$144,500 USD

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

$131,000—$138,500 USD

All other states

$120,000—$126,500 USD

Benefits & Perks

Health & Wellness

Health Insurance

Comprehensive medical insurance coverage provided to all employees.

Dental Insurance

Dental insurance bundled with comprehensive health coverage.

Vision Insurance

Vision coverage bundled with comprehensive health benefits.

Life Insurance

Standard employer-provided life insurance coverage.

Disability Insurance

Standard disability insurance coverage for short-term and long-term needs.

Wellness Programs

Physical and mental wellness programs including memberships and personal wellness support.

Mental Health Benefits

Mental wellness programs including memberships and stipends supporting employee mental health.

Fitness Stipend

A monthly personal wellness stipend usable on wellness, personal care, family, home, and more.

Employee Assistance Program

Instacart offers an employee assistance program.

Flexible Spending Account (FSA)

Pre-tax flexible spending accounts cover eligible health and dependent care expenses.

Financial

401(k) / Retirement Plan

Employer-sponsored 401(k) retirement plan for US employees and RRSP for Canadian employees.

401(k) Match

Employer matches 401(k) contributions for US employees and RRSP contributions for Canadian employees.

Equity / RSUs

Instacart roles include a new-hire equity grant and annual refresh grants.

Financial Planning

Origin financial planning services provided as a financial wellness benefit.

Time Off

Unlimited PTO

Flexible paid time off policy with no set cap on vacation days.

Sabbatical

Four week sabbatical at four years of service, called the "Four Year Fill-Up".

Flexible Schedule

Most roles let employees work from home, an office, or both each day or week as their life dictates, and parents get flexible working schedules.

Remote & Equipment

Home Office Stipend

Work-from-home stipend provided to outfit home office setup for Flex First employees.

Internet Stipend

Monthly internet reimbursement for remote and Flex First employees.

Company Offsites / Retreats

Teams get together in person a few times a year in addition to company-wide Jams, and Instacart covers all travel expenses for these events.

Family & Care

Fertility Benefits

Modern family planning coverage that supports all family types and paths to parenthood.

Parental Leave

Paid parental leave available for all parents regardless of caregiver role.

Professional Growth

Learning & Development Budget

Customized internal learning programs paired with an annual professional development allowance for employees.

Culture & Perks

Employee Product Discount

Free Instacart+ membership granting grocery delivery discounts on the company's own product.

Charity Matching

Annual employee donation matching plus Carrot Credits donation funds granted to new hires and at anniversary milestones.

Volunteer Time Off

Paid volunteer weeks and community service opportunities through the Instacart Serves volunteer program, including a virtual volunteer session during onboarding.

Employee Resource Groups