[Remote] Trust & Safety Manager, Critical Response

Note: The job is a remote job and is open to candidates in USA. Instacart is transforming the grocery industry and is seeking a Trust & Safety Manager for their Critical Response Team. The role involves leading a team responsible for managing sensitive situations on the platform, developing safety programs, and implementing operational improvements to ensure a safe environment for shoppers and customers.

Responsibilities

• Define and execute the long-term roadmap for the Critical Response team, including tooling upgrades, program gap remediation and AI integrations
• Lead continued development of current workflows and safety programs to improve case process accuracy and reduce operational redundancy
• Partner with Customer Experience, Trust & Safety leadership, Legal and Product teams to build more effective escalation and safety frameworks for the company to reduce risks
• Ensure institutional knowledge is documented and scalable across all workflows
• Audit and streamline existing workflows to reduce administrative burden and expand capacity for strategic, proactive work
• Implement a clear framework for team’s operation capacity while balancing reactive case-handling and dedicated project deliveries
• Be able to use and interpret data to surface operational insights that drive process improvements and better safety outcomes
• Mentoring the team. Build a high-trust, high-engagement team culture. Establish clear career paths and growth opportunities for all members in the team
• Ensuring all team members have clear ownership, development opportunities, and a sense of purpose
• Owns team performance across urgent and routine Salesforce cases and safety alert systems
• Ensure operational coverage; proactively manage scheduling, escalations, and coverage gaps
• Serves as one of the primary escalation points for critical incidents

Skills

• 5+ years of experience in Trust & Safety, crisis response, or a related operations function
• 5+ years of background in policy development or risk analytics
• 3+ years of directly engaging with regulatory compliance and law enforcement workflows
• 3+ years of people management experience, ideally in a high-stakes operational environment
• Demonstrated ability to manage 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; 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 toolings
• 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

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work.
• This role is eligible for a new hire equity grant as well as annual refresh grants.
• Instacart is a Flex First team
• 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.

Company Overview

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