Founded in 2012, Instacart is a leader in North American online groceries and one of the fastest growing companies in e-commerce. Instacart's same-day delivery and pickup services bring everyday essentials and fresh groceries to consumers in the U.S. and Canada in as fast as an hour. At Instacart, we believe that great people are the ingredients for success. We like to think that we are like a potluck, everyone brings something new, different and flavorful to the table. Our mix of thoughtful, inventive and neighborly employees work together to deliver our common goal, to make grocery shopping effortless, and give valuable time back to our customers. We believe that just as meals are best shared together, success is best shared together. If this excites you, then Instacart just might be the place for you. Welcome home.

We are looking for a dynamic leader to join Instacart's Trust & Safety team to provide oversight to initiatives related to ensuring the ongoing quality of shoppers and the orders they complete on the Instacart platform. This individual will focus primarily on all aspects related to conduct: failed deliveries, community standards, shoppers who allow others to complete their deliveries, minimum quality thresholds and many more areas over the next year. They will provide oversight to a team of Associates and Sr. Associates in executing and optimizing day to day processes to mitigate risk for shoppers, customers, and retailers. They will work closely with our other Trust & Safety Leads as well as our team of contractors to ensure success for the organization. You will be a driving force behind decisions related to our business, working with stakeholders across operations, product, engineering, and finance as we push to achieve our ambitious vision.

What You’ll Be Doing

This role involves leading and executing multiple projects on the Platform Access team within the Trust & Safety org and will play a critical role in shaping the way Instacart thinks about and manages compliance 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 team of Associates/ Sr. Associates, providing key tactical, strategic, and career guidance.
  • Partner with Trust & Safety Manager 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 multi-task, 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 conduct and shopper quality to identify root causes contributing to potential change(s) in metrics.

What You Should Already Have

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-seeded 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 multi-task, organize and work with rapidly changing priorities.
  • Passion for improving the Instacart user experience with a focus on Trust & Safety

Want to see a slice of life at Instacart? Checkout #tasteofinstacart on Instagram and LinkedIn 

Instacart is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.

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