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Instacart

Trust & Safety Manager, Identity

San Francisco, CA

We're transforming the grocery industry

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we've been working towards creating a world where everyone has access to the food they love and more time to enjoy it together.

Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it's more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.

Solving these problems is what helps our customers get back time in their day, so they can do more of what they love.

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Introducing Our Hybrid Working Model

As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work. Learn more about our flexible approach to where we work.

OVERVIEW

We are seeking an organized, analytical, and highly motivated individual to join Instacart's Trust & Safety organization, focusing on shopper identity related activity and workflows. The team takes data-driven, customer-first approaches to identifying patterns of identity related fraudulent activity on the platform, while implementing effective countermeasures to prevent and mitigate at scale. The ideal candidate is an excellent communicator, has a knack for uncovering unusual patterns and is passionate about investigating further to identify the origin of the issue. In this role, you will need to make critical & sensitive decisions quickly, while maintaining strong attention to detail and effectively communicating with various stakeholders (other Trust & Safety Teams, Legal, Business Development, Product, Engineering, Finance, Shopper Support, Operations, etc). It's important to understand that you will be operating in a very dynamic environment which requires always having an eye towards improvement.

ABOUT THE ROLE

This role involves the management of the Platform Identity Team within the Trust & Safety org. This person will play a critical role in shaping the way Instacart thinks about and manages identity across the shopper platform; having ownership across the following areas:
  • Shopper onboarding identity checks
  • Ongoing/ real time identity checks for active users
  • Working directly with identity and fraud vendors to create new identity protocols and refine current procedures
  • Identity and age validation/ compliance for alcohol, Rx and tobacco related deliveries
  • Other areas of identity (fraudulent use of account, co-shopping with non-shoppers, manual identity reviews)

Given the multi-faceted nature of the function, the ideal candidate has a deep understanding of user identity across numerous vectors. This person 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. The role ensures that the associated cost of fraudulent activity is kept to a minimum. 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 a strong people management background.

ABOUT YOU
  • 5+ years of User Identity experience in related e-commerce / marketplace/ on-demand field
  • Deep understanding of best practices for identity tools, vendors, workflows as well as working knowledge of common fraud-prevention platforms and systems.
  • Direct experience managing multi-tiered teams and desire to help others learn and grow
  • Proven experience effectively managing multiple KPI's, projects, and initiatives in a rapidly changing environment
  • Anchors on data --- extremely strong data background; highly proficient pulling/ synthesizing data and identifying trends, causation, correlation, etc (high level SQL preferred)
  • Extremely strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
  • High level of accountability and ownership -- driven and focused self-starter
  • Strategic mindset -- ability to think ahead of where the company is at now and scale teams, products, and processes to ensure business objectives are continuously met
  • Ability to effectively partner with multiple levels
  • Working knowledge of ThreatMetrix / LexisNexis is a plus
  • Strong cross-functional partner - effectively collaborate with various business leaders, subject matter experts, and decision makers to develop data-driven policies, products, and models to improve performance across all facets of Trust & Safety

Job ID: Instacart-3043824
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • HSA
    • Health Reimbursement Account
    • Fitness Subsidies
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • Mental Health Benefits
    • Virtual Fitness Classes
  • Parental Benefits

    • Fertility Benefits
    • Adoption Assistance Program
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
    • Work-From-Home Stipend
  • Office Life and Perks

    • Company Outings
    • Commuter Benefits Program
    • Casual Dress
    • Happy Hours
    • Snacks
    • Some Meals Provided
    • Holiday Events
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Unlimited Paid Time Off
    • Volunteer Time Off
    • Sabbatical
  • Financial and Retirement

    • Relocation Assistance
    • Company Equity
    • 401(K)
    • 401(K) With Company Matching
  • Professional Development

    • Learning and Development Stipend
    • Promote From Within
    • Shadowing Opportunities
    • Access to Online Courses
    • Leadership Training Program
    • Associate or Rotational Training Program
    • Mentor Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Woman founded/led
    • Employee Resource Groups (ERG)

Company Videos

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