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
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