Trust & Safety Manager - Fraud
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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.
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
ABOUT THE ROLE - Instacart's Trust & Safety team takes data-driven, customer-first approaches to identifying patterns of fraudulent or other risk related activity and taking action. In this role you will complete processes critical to ensuring the Instacart platform remains secure, safe, and stable for all users while providing an outstanding customer experience.
The role will include a blend of areas from chargebacks evidence, cross-functional collaboration, data analysis, and people management.
ABOUT THE JOB
- Own metrics related to chargebacks
- Regularly communicate trends and insights to partners at all levels, including senior management to help guide strategic decisions for improvement
- Work cross-functionally to develop dashboards, analytical frameworks, and detailed reporting models that provide reliable, easily-digestible insights to key partners to help support decisions around process, policy, systems, and service models
- Develop a deep understanding of how each area of the business impacts the other, as well as the underlying correlations relating to key company metrics
- Fundamentally change the way our teams across North America think about outstanding performance and customer experiences through innovative, valuable data approaches and insights
- Regularly collaborate with other Trust & Safety managers, subject matter experts, and decision-makers to develop data-driven policies and models to improve overall fulfillment performance
- Review vendor performance and handle vendor relationships
ABOUT YOU
MINIMUM QUALIFICATIONS
- A curiosity about working in a fast-paced environment with changing responsibilities, and a willingness to lend a helping hand wherever it's needed
- Minimum 5-7 years in fraud operations, CNP environment, chargebacks, or related environment
- Great people leadership skills!
- Very strong verbal and written communication skills, including the ability to synthesize complex topics and build compelling narratives for various audiences
- Strong collaboration skills and desire to help others learn!
- High level of accountability and ownership – driven and focused self-starter
- Strategic demeanor – the ability to think ahead of where the company is at now
- Assess and measure the impact of product changes and vendor performance
- Work cross functionally with Product, Engineering, Operations to inspire changes
- BA/BS degree or equivalent work experience
Bonus Points
- Experience in Data Analytics
- Basic SQL knowledge and ability to write queries
- Advanced degree in statistics or a quantitative field
- Experience with experimentation, Data modeling, ETL and data pipeline development experience
#LI-Remote
Accommodations & Accessibility
At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.