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Trust & Safety Manager, Critical Response

51 minutes ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
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 123

Description

  • Lead a team of specialists and associates managing interpersonal misconduct, injuries, risk intelligence monitoring, and real-time public safety events.
  • Define and execute the long-term roadmap for the Critical Response team, including tooling upgrades, gap remediation, and AI integrations.
  • Develop and improve workflows and safety programs to increase case accuracy and reduce operational redundancy.
  • Partner with Customer Experience, Trust & Safety leadership, Legal, and Product teams to build stronger 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 create capacity for proactive work.
  • Establish an operating framework that balances reactive case handling with project delivery and capacity planning.
  • Use data and operational insights to identify process improvements and improve safety outcomes.
  • Mentor team members, build a high-trust team culture, and support career growth and development.
  • 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 directly engaging 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 that require sound judgment under pressure.
  • Strong analytical skills with the ability to use data to inform operational and strategic decisions.
  • Excellent written and verbal communication skills, including the ability to navigate difficult conversations with empathy and clarity.
  • Familiarity with SLA metric frameworks to measure process adoption and outcomes, preferred.
  • Familiarity with Salesforce case management and operations tooling, preferred.
  • Experience integrating AI tools or automation into operations workflows, preferred.
  • Understanding of SQL, a plus.
  • Experience working cross-functionally with product, engineering, legal, and communications teams, preferred.
  • Background in employee engagement and culture-building within high-impact teams, preferred.

Benefits

  • Remote role with Flex First work flexibility.
  • Competitive market-based compensation.
  • Base salary range of $120,000 to $152,000 USD depending on work location.
  • Eligible for a new hire equity grant.
  • Eligible for annual refresh equity grants.
  • Access to Instacart benefits offerings.

Interested in this position?

Apply directly on the company website

Apply Now

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