Trust & Safety Manager – Critical Response

🕒 Maio 19

🏄 California, Colorado, +17 estados a mais – Remoto

🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🌺 Hawaii – Remote 🌽 Illinois – Remote 🦞 Maine – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🤠 Texas – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $120.000 - $152.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Instacart

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2012

🛍️ Comércio Eletrônico

🚗 Transporte

🛒 Varejo

💰 $232.000.000 Venture Round em 2021-11

eCommerce • Transport • Retail

A Instacart é uma empresa que oferece uma abordagem flexível de trabalho enquanto transforma o setor de supermercados. Ela presta um serviço essencial ao entregar compras de supermercado e itens para a casa na porta dos clientes em até 30 minutos. A Instacart oferece oportunidades de ganho seguras e flexíveis para personal shoppers e enfrenta desafios como redirecionar entregas durante nevascas e conectar clientes a cupons e promoções. Seu objetivo é ser o sistema operacional do setor de supermercados, ajudando os clientes a economizar tempo para outras atividades. A Instacart valoriza diversidade, equidade e pertencimento em sua cultura de trabalho.

Descrição

• 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. • 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.

🎯 Requisitos

• 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. • 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.

🏖️ Benefícios

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work. • Eligible for a new hire equity grant as well as annual refresh grants. • Professional development opportunities