Trust & Safety Manager – Critical Response

🕒 il y a 23 jours

🏄 California, Colorado, +17 états de plus – Distant

🏄 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 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Instacart

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2012

🛍️ eCommerce

🚗 Transport

🛒 Commerce de détail

💰 €232 000 000 Venture Round en 2021-11

eCommerce • Transport • Retail

Instacart est une entreprise qui propose une approche flexible du travail tout en transformant l'industrie de l'épicerie. Elle fournit un service essentiel en livrant des produits d'épicerie et des articles ménagers directement à la porte des clients en aussi peu que 30 minutes. Instacart offre des opportunités de revenus sûres et flexibles aux acheteurs personnels et relève des défis tels que le réacheminement des livraisons pendant les tempêtes de neige et la connexion des clients avec des coupons et des offres. Elle vise à être le système d'exploitation de l'industrie de l'épicerie, aidant ainsi les clients à gagner du temps pour d'autres activités. Instacart met l'accent sur la diversité, l'équité et l'appartenance dans sa culture de travail.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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