Trust & Safety Manager, Critical Response

Instacart

. Define and execute the long-term roadmap for the Critical Response team, including tooling upgrades, program gap remediation and AI integrations.

Posted 5/19/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$115,000 - CA$121,500 per yearWebsite

About the role

Key responsibilities & impact

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.
Ensuring all team members have clear ownership, development opportunities, and a sense of purpose.
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.

Requirements

What you’ll need

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.
Experience handling sensitive situations requiring sound judgment under pressure.
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.

Benefits

Comp & perks

Instacart provides highly market-competitive compensation and benefits in each location where our employees work.
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.

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Hard Skills & Tools

data analysisrisk analyticspolicy developmentworkflow managementoperational insightsprocess improvementcase process accuracyAI integrationsescalation frameworksregulatory compliance

Soft Skills

mentoringteam culture buildingcommunicationjudgment under pressureempathyclarityownershipdevelopment opportunitiesstrategic decision-makinghigh-trust engagement