Overview

Join Instacart’s Trust & Safety organization as a key contributor on the Delivery Compliance team, where your work directly protects the health, safety, and confidence of our customers, shoppers, and retail partners. This remote role sits within the branch focused on delivery compliance and food safety, ensuring that every order meets high standards across recalls, temperature control, alcohol and prescription deliveries, and more.

In this role, you’ll collaborate closely with Associates and a Team Lead, as well as cross-functional partners in Customer Experience, Knowledge Management, Content Operations, Catalog, Tax, and Legal. You’ll use data, operational rigor, and sound judgment to identify non-compliant activity, resolve escalations, and strengthen the systems that keep the platform safe and reliable.

If you thrive in a fast-paced environment, enjoy solving operational challenges, and want to see your impact felt across a large marketplace, this is an opportunity to grow your compliance expertise and sharpen your analytics skills while helping us deliver a trusted experience at scale.

About the Job

• Own day-to-day Food Safety & Delivery Compliance workflows across product recalls, critical customer food safety escalations, alcohol and prescription deliveries, and temperature/insulated bag adherence.
• Triage, investigate, and resolve shopper conduct escalations from customers and retail partners; document findings and apply Instacart policies consistently.
• Monitor data signals and dashboards to detect patterns of non-compliance; propose and implement process or policy improvements to reduce risk.
• Draft clear internal guidance, incident summaries, and partner communications in collaboration with Legal, Tax, Catalog, and Customer Experience teams.
• Partner with team members to standardize SOPs, define quality metrics, and run continuous improvement initiatives that improve turnaround time and accuracy.
• Maintain thorough, audit-ready records and contribute to post-incident reviews and learning cycles.
• Use Google Sheets/Excel daily to organize and analyze data; conduct basic SQL queries (or learn quickly) to validate trends and quantify impact.
• Support time-sensitive safety events with flexible scheduling, including weekend coverage as part of team rotations.

About You

Minimum Qualifications

• 2+ years of experience in trust & safety, compliance operations, risk, or customer support within technology, marketplace, retail, or CPG environments.
• Proficiency in Google Sheets/Excel, including pivot tables, lookups, and filters.
• Experience conducting investigations and documenting findings in a policy-driven environment.
• Excellent written communication skills, including drafting concise incident summaries and policy updates.
• Ability to work in a fast-paced, dynamic environment and make timely decisions on sensitive issues.
• Availability to work weekends and adjust hours for urgent incidents, as needed.
• Demonstrated ability to handle confidential and sensitive information with discretion.
• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Experience in customer service or technical support within retail or CPG companies.
• Hands-on experience with food safety escalations, product recalls, alcohol delivery compliance, or prescription delivery workflows.
• Basic SQL proficiency (e.g., SELECT, JOIN) and experience with BI tools such as Looker or Tableau.
• Background in marketplace operations, trust & safety, risk management, or policy operations.
• Experience building or improving SOPs, QA frameworks, and operational playbooks.
• Familiarity with regulatory domains such as FDA/USDA product recalls, state alcohol regulations, or privacy considerations related to health information.

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