OVERVIEW

We are looking for a dynamic leader to join Instacart's Trust & Safety team to manage programs related to ensuring the integrity of the Instacart platform. This individual will focus primarily on initiatives related to platform conduct and compliance in service of upholding Instacart’s Community Standards for Customers, Shoppers, Retailers, and Internal Employees. Examples of such workflows include minimum quality thresholds, various behaviors, and ID verification/ checks. This person will manage a team of individual contributors and will be responsible for the development, execution, and optimization of day to day policies and processes related to the aforementioned areas of the business. Additionally, this individual will work closely with other Trust & Safety Leads, as well as partners in product, legal, operations, finance, and engineering to drive meaningful improvement across the organization. 

ABOUT THE JOB 

This role involves leading and executing multiple projects on the Platform team within the Trust & Safety org and will play a critical role in shaping the way Instacart thinks about and manages the ongoing monitoring of shopper issues across the platform, with focus in the following areas: 

• Oversee day-to-day operations related to shopper quality initiatives and processes; ensure high levels of efficiency, quality & execution.
• Directly manage a team of Specialists (contractors), providing key tactical, strategic, and career guidance.
• Partner with Trust & Safety product to design, develop, and implement new solutions to mitigate against risk including improved real-time processes, product-based solutions and updates to policy.
• Identify process automation/ improvement opportunities and work with cross-functional teams to implement initiatives.
• Create & maintain detailed documentation of operational procedures. 
• Ability to multitask, organize and work with rapidly changing priorities.
• Analyze problems logically with a focus on attention to detail and confidentiality.
• Own data analysis and visualization as it relates to all areas of ongoing monitoring and shopper quality to identify root causes contributing to potential change(s) in metrics.

ABOUT YOU 

Given the multi-faceted nature of the function, the ideal candidate has an 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-seated passion for continuous improvement & scalable product/process solutions, and project management experience. 

• Bachelor's Degree
• 2-3 years experience in Trust & Safety, on-demand operations, management consulting, finance or data-driven project management
• Previous people management experience with proven ability to guide and grow a team
• Analytical mindset to critically analyze and consider trends and patterns in behaviors that are suspected fraudulent (Excel, SQL and/or Tableau is critical)
• Positive attitude and fortitude to work through ever-changing and dynamic operational conditions
• Understanding and empathetic to the challenges of a fast moving business
• Team-oriented mindset and willingness to jump in to help wherever and whenever needed; you’re willing to get your hands dirty!
• Excellent verbal and written communication skills
• Ability to multitask, organize and work with rapidly changing priorities.
• Passion for improving the Instacart user experience with a focus on Trust & Safety