Trust & Safety Manager, Critical Response

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.

About the role

• 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.