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

About the Team

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

We're seeking a forward-thinking Operations Manager who excels in financial efficiency and is passionate about optimizing customer experience. This role demands a keen eye for process improvement within financial operations, aiming to increase efficiency, reduce costs, and maintain high-quality customer service standards. While direct management of BPO and vendor relationships is part of the job, your primary focus will be on driving operational excellence and financial stewardship within our dynamic environment.

Process Improvement & Financial Optimization: Lead initiatives to streamline operations, focusing on financial processes to enhance efficiency and profitability. Analyze data and workflows to identify opportunities for cost reduction and operational improvement.
Operational Excellence: Ensure seamless execution of day-to-day operations, maintaining high standards of compliance and operational integrity across all functions, including customer experience.
Strategic Planning: Partner with leadership to develop strategies that align financial operations with our broader business objectives, particularly in enhancing customer service quality.
Team Leadership: Inspire and manage a team dedicated to operational efficiency and excellence. Mentor staff in best practices for process improvement and financial management.
BPO and Vendor Oversight: While this is not the primary focus, oversee and ensure the effectiveness of any outsourced services, including vendor and BPO partnerships, ensuring they align with our operational goals and customer experience standards.
Performance Analysis & Reporting: Regularly assess operational and financial performance, identifying trends and recommending actionable insights to improve outcomes.

About You

Minimum Qualifications

Experience: Minimum 7 years in operations management, with an emphasis on financial processes, cost control, and process optimization within a tech or e-commerce environment. Experience with BPO or vendor management is beneficial but not primary.
Education: Bachelor's degree in Finance, Business Administration, or a related field; an MBA or relevant professional certification is highly advantageous.
Skills: Exceptional analytical and problem-solving skills, excellent leadership capabilities, and a proven ability to drive process improvement. Strong financial acumen and experience in operational optimization are crucial.
Innovation: Driven by innovation and continuous improvement, with a dedication to transforming customer experience through operational excellence.

Preferred Qualifications

Experience managing a globally distributed team or Business Process Outsource partnerships
Experience managing departmental budgets, including annual budget planning
Functional competency in any of the following systems: Zendesk, Salesforce, Verint, Jira, SQL

#LI-Remote

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
$132,000-$147,000 USD

WA
$127,000-$141,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$122,000-$135,000 USD

All other states
$110,000-$122,000 USD

Summary
Company name: Instacart
Remote job title: SVS Financial Operations Manager
Job tags: Customer Satisfaction, Operational Excellence, Process Improvement