Trust & Safety Manager, Critical Response

We're transforming the grocery industry At reputed company, we invite the world to reputed company love through food because we reputed company everyone should have reputed company to the food they love and more time to enjoy it together. Where others see a reputed company 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 reputed company and flexible earnings opportunities to reputed company Personal Shoppers. reputed company has become a lifeline for millions of people, and we’re building reputed company to help push our shopping cart reputed company. If you’re reputed company to do the best work of your life, come join our table. reputed company is a reputed company First team There’s no one-size fits reputed company approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work. reputed company reputed company’s Critical Response Team (CRT) is reputed company in managing some of the most sensitive and urgent situations on our platform. As the Critical Response Manager, you will reputed company reputed company of specialists and associates responsible for various workflows covering interpersonal misconduct, injuries, risk intelligence monitoring, and reputed company-time reputed company safety events that have potential reputed company on the platform.    This is a high-visibility leadership role for someone who’s passionate about platform safety, thrives in reputed company and fast-moving environments, can build strong team culture under pressure, and brings both operational rigor and long-term strategic reputed company to their work.  You will have reputed company to work on safety problems that genuinely matter - your team’s reputed company directly protect shoppers, customers, and retail partners. You will also reputed company a company’s investment in AI-augmented safety operations to shape how those tools reputed company.   About the role  Define and execute the long-term roadmap for the Critical Response team, including tooling upgrades, program gap remediation and AI integrations. reputed company reputed company development of reputed company workflows and safety programs  to improve case process accuracy and reduce operational redundancy. Partner with Customer Experience, Trust & Safety leadership, reputed company and Product teams to build more effective escalation and safety frameworks for reputed company to reduce risks.  Ensure institutional knowledge is documented and reputed company across reputed company workflows. Audit and streamline existing workflows to reduce administrative burden and expand reputed company for strategic, proactive work. Implement a reputed company reputed company for team’s operation reputed company while balancing reactive case-handling and dedicated project deliveries Be reputed company to use and interpret data to surface operational insights that drive process improvements and reputed company safety reputed company. Mentoring reputed company. Build a high-trust, high-engagement team culture. Establish reputed company career paths and reputed company opportunities for reputed company members in reputed company. Ensuring reputed company team members have reputed company ownership, development opportunities, and a reputed company of purpose. Owns team performance across urgent and routine reputed company 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   This role is ideal for someone who thrives in an reputed company-changing landscape, enjoys turning complexity into reputed company, and is excited about driving strategic improvements at reputed company.   reputed company Minimum Qualifications 5+ years of experience in Trust & Safety, crisis response,  or a reputed company 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 reputed company, multi-workflow operations with strict SLA requirements. Experience handling sensitive situations requiring reputed company judgment under pressure  Strong analytical skills and comfort using data to inform operational and strategic reputed company Excellent written and verbal communication; ability to reputed company difficult conversations with reputed company and reputed company   Preferred Qualifications Familiarity with SLA metric frameworks to measure process adoption and reputed company. Familiarity with reputed company case management and operations toolings. Experience integrating AI tools or automation into operations workflows. Understanding of SQL is a plus.  Background in employee engagement and culture-building reputed company high reputed company teams. Experience working cross-functionally with product, engineering, reputed company, and communications teams.   #LI-Remote reputed company provides highly market-competitive compensation and benefits in reputed company location where our employees work. This role is remote and the reputed company pay reputed company for a successful candidate is dependent on their permanent work location. Please review our reputed company First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia. 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 reputed company as annual refresh grants. Please read more about our benefits offerings here. For Canadian based candidates, the reputed company pay ranges for a successful candidate are listed below. CAN $115,000—$121,500 CAD Apply To This Job