Trust & Safety Manager leading Instacart's Critical Response Team. Oversees case management, safety programs, and AI-augmented operations across interpersonal misconduct, injuries, and public safety incidents. Manages team of specialists and partners with legal, product, and customer experience teams.
We're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.
Overview
Instacart’s Critical Response Team (CRT) is instrumental in managing some of the most sensitive and urgent situations on our platform. As the Critical Response Manager, you will lead a team of specialists and associates responsible for various workflows covering interpersonal misconduct, injuries, risk intelligence monitoring, and real-time public safety events that have potential impact on the platform.
This is a high-visibility leadership role for someone who’s passionate about platform safety, thrives in complex and fast-moving environments, can build strong team culture under pressure, and brings both operational rigor and long-term strategic vision to their work. You will have the opportunity to work on safety problems that genuinely matter - your team’s decisions directly protect shoppers, customers, and retail partners. You will also lead a company’s investment in AI-augmented safety operations to shape how those tools evolve.
About the role
This role is ideal for someone who thrives in an ever-changing landscape, enjoys turning complexity into clarity, and is excited about driving strategic improvements at scale.
About You
Minimum Qualifications
Preferred Qualifications
#LI-Remote
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For US based candidates, the base pay ranges for a successful candidate are listed below.