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Trust & Safety Manager, Critical Response

1 week, 2 days ago
Canada
Full-time
Lead
Operations Manager
Operations
Salesforce SQL
Apply Now
instacart.careers

instacart.careers

Instacart is a leading grocery technology company in North America that works with grocers and retailers to transform how people shop. They partner with over 1,000 national, regional, and local retail banners to facilitate online shopping, delivery, an...

Internet Software & Services
1K-5K
View All Jobs 120

Description

  • Lead the Critical Response team across workflows covering interpersonal misconduct, injuries, risk intelligence monitoring, and real-time public safety events.
  • Define and execute the long-term roadmap for the team, including tooling upgrades, program gap remediation, and AI integrations.
  • Develop and improve safety workflows and programs to increase case accuracy and reduce operational redundancy.
  • Partner with Customer Experience, Trust & Safety leadership, Legal, and Product teams to strengthen escalation and safety frameworks.
  • Document institutional knowledge so workflows are scalable and repeatable across the team.
  • Audit and streamline existing workflows to reduce administrative burden and increase capacity for strategic work.
  • Set and manage operational capacity across reactive case handling and project delivery.
  • Use data and operational insights to identify process improvements and improve safety outcomes.
  • Mentor the team, build a high-trust culture, and create clear career paths and growth opportunities.
  • Own team performance across urgent and routine Salesforce cases, safety alert systems, scheduling, escalations, and coverage gaps.

Requirements

  • 5+ years of experience in Trust & Safety, crisis response, or a related operations function.
  • 5+ years of experience in policy development or risk analytics.
  • 3+ years of experience working with regulatory compliance and law enforcement workflows.
  • 3+ years of people management experience, ideally in a high-stakes operational environment.
  • Experience managing complex, multi-workflow operations with strict SLA requirements.
  • Experience handling sensitive situations requiring sound judgment under pressure.
  • Strong analytical skills and comfort using data to inform operational and strategic decisions.
  • Excellent written and verbal communication skills with the ability to navigate difficult conversations with empathy and clarity.
  • Familiarity with SLA metric frameworks to measure process adoption and outcomes.
  • Familiarity with Salesforce case management and operations tooling.
  • Experience integrating AI tools or automation into operations workflows.
  • Understanding of SQL is a plus.
  • Background in employee engagement and culture-building within high-impact teams.
  • Experience working cross-functionally with product, engineering, legal, and communications teams.

Benefits

  • Remote role with flexibility under Instacart’s Flex First work policy.
  • Base salary range of $115,000 to $121,500 CAD for Canadian candidates.
  • Eligible for a new hire equity grant.
  • Eligible for annual refresh equity grants.
  • Highly market-competitive compensation and benefits.
  • Only hiring in Ontario, Alberta, British Columbia, and Nova Scotia for this role.

Interested in this position?

Apply directly on the company website

Apply Now

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