[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.ResponsibilitiesDefine and execute the long-term roadmap for the Critical Response team, including tooling upgrades, program gap remediation and AI integrationsLead continued development of current workflows and safety programs to improve case process accuracy and reduce operational redundancyPartner with Customer Experience, Trust & Safety leadership, Legal and Product teams to build more effective escalation and safety frameworks for the company to reduce risksEnsure institutional knowledge is documented and scalable across all workflowsAudit and streamline existing workflows to reduce administrative burden and expand capacity for strategic, proactive workImplement a clear framework for team’s operation capacity while balancing reactive case-handling and dedicated project deliveriesBe able to use and interpret data to surface operational insights that drive process improvements and better safety outcomesMentoring the team. Build a high-trust, high-engagement team culture. Establish clear career paths and growth opportunities for all members in the teamEnsuring all team members have clear ownership, development opportunities, and a sense of purposeOwns team performance across urgent and routine Salesforce cases and safety alert systemsEnsure operational coverage; proactively manage scheduling, escalations, and coverage gapsServes as one of the primary escalation points for critical incidentsSkills5+ years of experience in Trust & Safety, crisis response, or a related operations function5+ years of background in policy development or risk analytics3+ years of directly engaging with regulatory compliance and law enforcement workflows3+ years of people management experience, ideally in a high-stakes operational environmentDemonstrated ability to manage complex, multi-workflow operations with strict SLA requirementsExperience handling sensitive situations requiring sound judgment under pressureStrong analytical skills and comfort using data to inform operational and strategic decisionsExcellent written and verbal communication; ability to navigate difficult conversations with empathy and clarityFamiliarity with SLA metric frameworks to measure process adoption and outcomesFamiliarity with Salesforce case management and operations toolingsExperience integrating AI tools or automation into operations workflowsUnderstanding of SQL is a plusBackground in employee engagement and culture-building within high impact teamsExperience working cross-functionally with product, engineering, legal, and communications teamsBenefitsInstacart 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 teamOur 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 OverviewInstacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.instacart.com.Company H1B SponsorshipInstacart has a track record of offering H1B sponsorships, with 23 in 2026, 152 in 2025, 173 in 2024, 109 in 2023, 159 in 2022, 170 in 2021, 59 in 2020. Please note that this does not guarantee sponsorship for this specific role.