[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. This leadership role involves managing sensitive situations, developing safety programs, and improving operational workflows to ensure platform safety.

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.
• Please read more about our benefits offerings here.

Company Overview