Instacart
Instacart, the leading grocery technology company in North America.
San Francisco, CA

Senior Analyst, Trust & Safety

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Founded in 2012, Instacart is a leader in North American online groceries and one of the fastest growing companies in e-commerce. Instacart's same-day delivery and pickup services bring everyday essentials and fresh groceries to consumers in the U.S. and Canada in as fast as an hour. At Instacart, we believe that great people are the ingredients for success. We like to think that we are like a potluck, everyone brings something new, different and flavorful to the table. Our mix of thoughtful, inventive and neighborly employees work together to deliver our common goal, to make grocery shopping effortless, and give valuable time back to our customers. We believe that just as meals are best shared together, success is best shared together. If this excites you, then Instacart just might be the place for you. Welcome home.
We are seeking an organized, analytical, and highly motivated individual to join Instacart’s Trust & Safety organization, focusing initially on fraud-related activity (Customer + Shopper). The team takes data-driven, customer-first approaches to identifying patterns fraudulent-related activity on the platform, while implementing effective countermeasures to prevent and mitigate at scale. The ideal candidate has a knack for uncovering unusual patterns and is passionate about investigating further to identify the origin of the issue. In this role, you will need to make critical & sensitive decisions quickly, while maintaining strong attention to detail and effectively communicating with various stakeholders (Business Development, Product, Engineering, Finance, Field Operations, etc). It’s important to understand that you will be operating in a very dynamic environment which requires always having an eye towards improvement.
You will be responsible for architecting meaningful, easily-digestible, and actionable single 'sources of truth' and ad-hoc analyses related to our Trust & Safety org, with the ultimate goal of ensuring the highest level of quality of Safety, Security, Integrity, and Quality on the platform. You will be a driving force behind decisions related to our business, working with stakeholders across operations, product, engineering, and finance as we push to achieve our ambitious vision.

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Your day to day…


The ideal candidate can leverage a combination of deep analytics skills and business acumen to identify, extract, and visualize opportunities across all areas of Trust & Safety, which can then be used to drive meaningful improvements across various segments of the company. Additionally, the ideal candidate possesses excellent time-management skills, the ability to communicate & present information effectively to business partners at all levels, and a deep-seeded passion for continuous improvement, data integrity, and scalable solutions.

  • Own data analysis and visualization as it relates to all areas of Trust & Safety; Fraud (customer + shopper), Platform Access, Critical escalations, etc, as well as the identification of potential root causes contributing to potential change(s) in metrics
  • Regularly communicate associated outcomes and insights to various stakeholders at all levels, including senior management to help guide strategic decisions for improvement
  • Develop dashboards, analytical frameworks, and detailed reporting models that provide reliable, easily-digestible insights to key stakeholders to help guide decisions around process, policy, systems, and service models
  • Develop a deep understanding of how each area of the business impacts the other, as well as the underlying correlations relating to key company metrics
  • Create automated reporting to ensure operations leaders are informed of variations and opportunities across geographies and teams
  • Analyze unstructured behavioral data to discover operational events and activities impacting fulfillment quality and customer, shopper, & retailer experience.
  • Fundamentally change the way our teams across North America think about exceptional performance and customer experiences through innovative, value-added data approaches and insights
  • Regularly collaborate with other analysts, subject matter experts, and decision makers to develop data-driven policies and models to improve overall fulfillment performance

What You Should Already Have

  • Minimum 4-7 years in an analytics, business intelligence/operations, investment banking, or related environment
  • Ability to write complex and performant queries in your dialect of SQL to extract data from our data warehouse (Hive or Presto experience a plus)
  • Experience with R, Python, and/or Julia (fluency in at least one language preferred)
  • Experience with analytical visualization tools such as Tableau, Looker, D3.js or similar tools
  • Extremely strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences.
  • Excellent teamwork skills and desire to help others learn
  • High level of accountability and ownership – driven and focused self-starter
  • Strategic mindset – ability to think ahead of where the company is at now
  • Understanding of A/B testing and other forms of statistical analysis using statistical packages similar to R, SAS, or Pandas

Bonus points:

  • Experience in a fraud or Trust & Safety-related field
  • Experience in advanced reporting tools such as R Shiny, Dash, or Bokeh
  • Advanced degree in statistics or other quantitative field
  • Data modeling, ETL and data pipeline development experience

Want to see a slice of life at Instacart? Checkout #tasteofinstacart on Instagram and LinkedIn 

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Instacart is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.

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What are Instacart Perks + Benefits

Instacart Benefits Overview

A job is just one of the ingredients in a full life. We believe in supporting our employees and their family’s overall health and wellness to support their whole life.

Wellness Tailored to You
Medical, dental, vision, retirement, life & disability coverage right alongside physical & mental wellness programs, memberships and stipends to keep you and your family feeling your best.

Work From Home Stipend
We help outfit your WFH setup so you can be your most productive while at home.

Flexible Time Off
We all recharge differently. Take the time you need with our flexible time off policy.

Family Building Benefits
No matter where you are in your family journey, we support you. Our plans cover modern family planning for all. We offer leave for all parents, flexible working schedules and an active Parents@ community.

Learning & Development
Whether you’re just starting your career or leading teams, we provide customized L&D programs to help you grow and an annual allowance to pursue your development.

Future Planning
We have you covered as you plan for your future. Student loan assistance through Peanut Butter, free Rocket Lawyer membership, SoFi & First Republic financial planning and more.

Community Connection
Support the communities you care about with volunteer weeks and get involved with our social impact program, Instacart Serves.

Instacart Express Membership
We help keep your fridge stocked. Unlock grocery discounts with our Instacart Beta app while testing our latest features.

Family
We believe in supporting every parent within the Instacart family. Paid parental leave, flexible schedules, a grocery credit, and sweet baby swag are offered to new parents. We aim to support parents returning to work with on-site Mother’s Rooms, our Parents @ ERG, and events like Bring Your Child to Work Day.

Food
We donut take food (or food puns) lightly at here Instacart. From giving all employees a free Instacart Express membership to celebrating milestones and cultural heritage months with food, to hosting a monthly AMA with our CEO called "the Scoop" (featuring scoops of ice cream), food is baked into our daily lives.

Culture
Volunteer in local community
Our social impact program, Instacart Serves, aims to nourish our communities by helping to remove barriers to food access and enrich the lives of our communities through an annual volunteer week.
Partners with nonprofits
Instacart is committed to supporting the communities we serve and we are proud to team up with our giving partner Feeding America to combat food insecurity.
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
As a company, we’ve adopted a set of guidelines for managers to help accommodate caregivers on their teams including offering flexible schedules and extra time blocks throughout the day.
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Our Executive team, led by CEO Fidji Simo, is 55% women
Mandated unconscious bias training
We require all Instacart employees to complete a mandatory unconscious bias training. Our employee resource groups have also partnered together to launch a diversity and training program.
Diversity manifesto
Diversity employee resource groups
At Instacart, we have five active Employee Resource Groups (ERGs): Nightshades (our Black ERG), Rainbow Carrots (our LGBTQ+ ERG), Saźon (our Latinx ERG), Parents@, and Women@.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
We offer 12 weeks of paid parental leave for employees who become parents (through birth, adoption, or foster care) to support them and their families as they take on their new role as a parent.
Family medical leave
Adoption Assistance
We provide Family Planning benefits for all types of families, including but not limited to fertility planning, surrogacy support, adoption services, care navigation, and reproductive technology.
Return-to-work program post parental leave
Company sponsored family events
We partner with our Parents@ community to host virtual events and programming for families such as cooking classes, arts and craft kits delivered, and magic shows over Zoom.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
We have a $600 stipend for outfitting your home office, as well as monthly phone & internet reimbursement.
Professional Development Benefits
Job training & conferences
We offer free Udemy subscriptions for every employee to allow them to develop new skills and foster existing ones by enrolling in a wide array of courses. We also have a dedicated L&D Team.
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our programming and benefits are constantly evolving to meet the needs of our growing team. We introduce new benefits each year, and add new programs to celebrate cultural heritage, give back to the community, and celebrate our teams.

Our Instacart Serves social impact program is one of the most active across the company. We aim to nourish our communities by helping to remove barriers to food access and enriching the lives of our communities through an annual volunteer week of service, grocery donations, disaster relief, and giving campaigns.

The Instacart Serves program focuses support across 3 main areas:

- Food Insecurity: The majority of our philanthropic support is dedicated to helping to remove barriers to food access and hunger relief with our primary giving partner, Feeding America. We recognize that food insecurity disproportionately affects diverse communities and we also work to raise awareness for this growing inequity.

- Supporting Traditionally Marginalized Communities: We are committed to standing up for injustice and equity, supporting organizations that challenge economic justice, and uplifting traditionally marginalized communities.

- Disaster Relief: In the event of natural disasters which severely impact the communities we serve, we provide disaster relief through financial or grocery donations to centers and organizations supporting evacuees and first responders.

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