Trust & Safety: Critical Escalations, Sr. Manager

| San Francisco
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OVERVIEW

The Critical Escalations, Sr. Manager will report into the Director of Trust & Safety organization. The Trust & Safety team mission is to ensure ongoing stability of the Instacart Platform for shoppers, customers, & retailers through scalable solutions. As the Critical Escalations, Sr. Manager, you will partner with Trust & Safety leadership, Legal, Field Ops, and Law Enforcement to develop policies and process on the range of Trust & Safety issues that Instacart faces. In this role, you will also be responsible for ensuring positive resolutions and experiences on escalated issues throughout the Instacart community.

ABOUT THE JOB

This role involves owning the development and active management of our Critical Response team and will play a huge role in shaping the way Instacart thinks about and manages all escalations across North America. 

  • Lead associated protocol/process development, alignment, and implementation related to escalated incident times on the platform
  • Drive product and content strategy related to mitigation, triage, and communication
  • Build tactical response team to manage all first contacts into Instacart for all critical escalations
  • Oversee and improve case management and investigations for all types of escalations
  • Create a standardized framework for claims, settlements, and resolutions
  • Develop and maintain strong relationships across North America with law enforcement, emergency services, and various other external strategic partners

Additional Responsibilities

  • Lead a team of 6 - 10 people and have total ownership of tactical response, investigations, claims, settlements, and resolutions
  • Develop deep expertise on the Instacart platform experience for retailers, shoppers & customers, particularly as it relates to trust & safety risk and escalations
  • Develop strategies and secure business relationships with external partners in service of building a world-class critical escalations program.
  • Establish guiding principles and best practices as it relates to Instacart's approach to resolving and responding to trust & safety matters
  • Work collaboratively with cross functional teams to ensure all products/services meet internal and industry standards
  • Define appropriate processes required to support and resolve critical escalations through data analysis and cross-functional collaboration
  • Investigate incidents involving trust & safety concerns including issues related to complex damages, trauma/harm, or brand risk

ABOUT YOU

Given the multi-faceted nature of the function, the ideal candidate has a broad understanding of Trust & Safety across numerous vectors and can apply direct experience combined with a high level of business acumen to ensure that the Instacart platform operates with the highest level of integrity for our customers, shoppers, & retail partners. Additionally, the ideal candidate possesses excellent time-management skills, the ability to communicate & present information effectively to stakeholders at all levels, a deep-seeded passion for continuous improvement & scalable product/process solutions, and an extremely strong people management background.

  • BA/BS or equivalent experience (MBA preferred)
  • >5 years experience in any of the following: crisis response, dispute mitigation, emergency response management, e-commerce customer service experience (with a focus in risk management or Trust & Safety)
    • Prior experience in an on-demand company a plus!
  • Proven experience effectively managing multiple KPI's, projects, and initiatives in a rapidly changing environment
  • Extremely strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
  • Excellent team building skills and desire to help others learn and grow
  • High level of accountability and ownership -- driven and focused self-starter
  • Strategic mindset -- ability to think ahead of where the company is at now and scale teams, product, and processes to ensure business objectives are continuously met
  • Anchors on data --- highly proficient pulling/synthesizing data and identifying trends, causation, correlation, etc
  • Strong cross-functional partner — effectively collaborate with various business leaders, subject matter experts, and decision makers to develop data-driven policies, products, and models to improve performance across all facets of Trust & Safety
  • Passion for improving the Instacart user experience with a focus on trust & safety
  • Open to being available for on-call purposes (occasional weekend / evening escalation handling)

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • GoLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases

Location

Instacart SF (our HQ) is located in the Embarcadero district—a major transit hub with views of the Ferry Building, Treasure Island, and more.

An Insider's view of Instacart

What’s the vibe like in the office?

Family—its what I think of when someone asks me about the Instacart Finance team. It is ACCR-UAL world out there but all of us have each other’s back!

Sachin

Payroll Manager

What does your typical day look like?

Our team is hyper-focused on delivering value to our enterprise customers. We are shaking up the grocery industry and every day brings a new challenge. There's never a dull moment on the technical delivery team!

Nicola

Technical Project Manager

How has your career grown since starting at the company?

Instacart has given me the opportunity to grow my career significantly over the last 5 years. I started as an In-store shopper, became a Shift Lead, was promoted to Site Manager. Eventually, I transitioned into a new role on my current team at HQ and am expanding my coding skills with Carrot University, our internal coding bootcamp.

Annabel

Shopper Community Lead, Field Operations

How do your team's ideas influence the company's direction?

"I love being a part of the Care team because we genuinely care about the customers that use our platform and our employees who work hard to ensure a great experience. I get to play an integral role in helping us turn our Care vision into reality."

Kiha

Human Resources Director, Care

What are some things you learned at the company?

As a large company that is growing quickly, there is still a huge appetite for trying new things; in fact, it's the expectation. There is no 'cookie-cutter' approach.

Tonci

Senior Technical Recruiter

What are Instacart Perks + Benefits

Instacart Benefits Overview

Health & Wellbeing
At Instacart we offer generous employer contributions to healthcare for comprehensive medical, dental, vision and mental health. From flu-shot clinics to “take what you need” time off, we provide a holistic approach to supporting our employees' physical and emotional well being.

Family
We believe in supporting every parent within the Instacart family. Paid parental leave, 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
Partners with Nonprofits
Feeding America
Friends outside of work
Eat lunch together
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
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