Trust & Safety Manager, Critical Response United States - Remote 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. Instacart is a Flex First team There’s no one-size fits all 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. Overview Instacart’s Critical Response Team (CRT) is instrumental in managing some of the most sensitive and urgent situations on our platform. As the Critical Response Manager, you will lead a team of specialists and associates responsible for various workflows covering interpersonal misconduct, injuries, risk intelligence monitoring, and real-time public safety events that have potential impact on the platform. This is a high-visibility leadership role for someone who’s passionate about platform safety, thrives in complex and fast-moving environments, can build strong team culture under pressure, and brings both operational rigor and long-term strategic vision to their work. You will have the opportunity to work on safety problems that genuinely matter - your team’s decisions directly protect shoppers, customers, and retail partners. You will also lead a company’s investment in AI-augmented safety operations to shape how those tools evolve. About the role - Define and execute the long-term roadmap for the Critical Response team, including tooling upgrades, program gap remediation and AI integrations. - Lead continued development of current workflows and safety programs to improve case process accuracy and reduce operational redundancy. - Partner with Customer Experience, Trust & Safety leadership, Legal and Product teams to build more effective escalation and safety frameworks for the company to reduce risks. - Ensure institutional knowledge is documented and scalable across all workflows. - Audit and streamline existing workflows to reduce administrative burden and expand capacity for strategic, proactive work. - Implement a clear framework for team’s operation capacity while balancing reactive case-handling and dedicated project deliveries - Be able to use and interpret data to surface operational insights that drive process improvements and better safety outcomes. - Mentoring the team. Build a high-trust, high-engagement team culture. Establish clear career paths and growth opportunities for all members in the team. - Ensuring all team members have clear ownership, development opportunities, and a sense of purpose. - Owns team performance across urgent and routine Salesforce 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 ever-changing landscape, enjoys turning complexity into clarity, and is excited about driving strategic improvements at scale. About You Minimum Qualifications - 5+ years of experience in Trust & Safety, crisis response, or a related 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 complex, multi-workflow operations with strict SLA requirements. - Experience handling sensitive situations requiring sound judgment under pressure - Strong analytical skills and comfort using data to inform operational and strategic decisions - Excellent written and verbal communication; ability to navigate difficult conversations with empathy and clarity Preferred Qualifications - Familiarity with SLA metric frameworks to measure process adoption and outcomes. - Familiarity with Salesforce 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 within high impact teams. - Experience working cross-functionally with product, engineering, legal, and communications teams. #LI-Remote Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. 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 well as annual refresh grants. Please read more about our benefits offerings here. For US based candidates, the base pay ranges for a successful candidate are listed below. CA, NY, CT, NJ $144,000 - $152,000 USD WA $138,000 - $145,500 USD OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI $132,000 - $139,500 USD All other states $120,000 - $126,500 USD

Role Description This is a full-time, flexible work from home position and can be located anywhere in the U.S. As a Telephonic Case Manager, you will: - Demonstrate knowledge, skills, and competency in the application of case management standards of practice. - Use advanced knowledge of types of injury, medications, comorbidities, treatment options, treatment alternatives, and knowledge of job duties to advise on a treatment plan. - Interview disabled persons to assess overall recovery, including whether injuries or conditions are occupational or non-occupational. - Collaborate with treating physicians/providers and utilize available resources to help create and implement treatment plans tailored to an individual patient. - Work with employers and physicians to modify job duties where practical to facilitate early return to work. - Evaluate and modify case goals based on injured/disabled person’s improvement and treatment effectiveness. - Independently manage workload, including prioritizing cases and deciding how best to manage cases effectively. - Complete other duties, such as preparing status updates for submittal to customers, assisting in training/orientation of new staff as requested, and other duties as assigned. Qualifications - Education: Associates Degree or Bachelor’s Degree in Nursing or related field. - Experience: 2+ years clinical practice preferred. Workers’ compensation-related experience preferred. - Skills: - Ability to advocate recommendations effectively with physicians/providers, employers, and customers. - Ability to work independently. - Knowledge of basic computer skills including Excel, Word, and Outlook Email. - Proficient grammar, sentence structure, and written communication skills. - Certifications, Licenses, Registrations: - Active Registered Nurse (RN) license required. Must be in good standing. - URAC-recognized certification in case management (CCM, CDMS, CRC, CRRN or COHN, COHN-S, RN-BC, ACM, CMAC, CMC). - Internet: Must have reliable internet. Requirements - RN Compact license + a non-compact license required. Benefits - Full and comprehensive benefits program. - 24 days of paid vacation/holidays in your first year plus sick days. - Home office equipment including laptop and desktop monitor. - Employee Assistance and Referral Program. - Hands-on workers’ compensation case management training. - Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts. - Life and AD&D Insurance. - 401(k). - Tuition Reimbursement. - Compensation ranges from $54,000 - $86,000 annually, based on skills, experience, and education.

Role Description Fraser is looking for Case Managers to work with individuals on the CADI/BI & DD waivers. Case Managers serve as an advocate to Fraser clients and connect clients to resources and services within the community. The ideal candidate will demonstrate compassion for clients and commitment to success. We seek candidates who are well organized, have experience working with developmental or intellectually challenged individuals and have excellent documenting and case noting skills. - CADI/BI WAIVER Case Managers: Provide client-centered case management services to individuals receiving CADI/BI waiver services. Case Managers typically have about 35 clients on their caseloads and meet with clients two to three times per year. Caseloads are a majority of adults, with a small mix of children as well. - DD WAIVER & NON-WAIVER Case Managers: Provide client-centered case management services to individuals receiving DD services. Case Managers typically have about 43 clients on their caseloads and meet with clients two to three times per year. Caseloads is a mix of children and adults. Qualifications - Bachelor's Degree in social work, special education, psychology, nursing, human services or other fields related to the education or treatment of people with developmental disabilities or related conditions. - If degree is in social work, social work licensure is required. - Either one year of experience with DD (Development Disability) populations or offer will be contingent on taking/passing the Relias I/DD course (paid expense by Fraser). - Experience (or at least a strong interest) in working with adults with serious and persistent mental illness. - Commitment to promoting diversity, multiculturalism, and inclusion with a focus on culturally responsive practice, internal self-awareness and reflection. - Valid Minnesota Driver’s License with acceptable record. - Ability to pass DHS background study. Requirements - Commitment to promoting diversity, multiculturalism, and inclusion with focus on culturally responsive practice, internal self-awareness and reflection. Benefits - Scheduled performance feedback - Career growth opportunities - Employee Referral Bonuses - Benefits for Full-time Employees (30+ hours per week) - Medical, dental and vision insurance - Health Savings Account (HSA) and Flexible Spending Account (FSA) - Employee Assistance Plan (EAP) - Life, AD&D and Voluntary Life Insurance - Long-Term Disability, Accident Insurance, Critical Illness Insurance and Hospital Indemnity Insurance - Pet Insurance - 403(b) Retirement Plan with Company Match - Work-Life Balance; 5 weeks of paid time off annually (18 days PTO + 9 Paid Holidays) Location, Schedule & Pay - Monday through Friday during standard business hours. Fully remote after first 3-6 months of onboarding is complete! - Supports Ramsey County - To be considered for this role, you must reside in Minnesota / Twin Cities Metro Area. - Travel to meet with clients is required, client meetings may occur 2-3 times per week. - The starting pay for this role is $50,000 to $52,000 per year depending on qualifications + $1,500 hiring bonus (external candidates only). Why Join Fraser? - Meaningful Impact: Help individuals and families lead more connected, independent, and fulfilling lives. Your impact here is real — and lasting. - Competitive Pay & Benefits: Fraser offers fair pay and comprehensive benefits that support your health, well-being, and future goals. - Flexibility & Work-Life Balance: With flexible schedules, generous paid time off, and wellness programs, Fraser helps you care for others without sacrificing yourself. - Grow Your Career With Us: We invest in your development with training, licensure support, leadership pathways, and real opportunities to advance. - Culture That Lives Its Values: Inclusion isn’t just a buzzword — it’s how we operate. You’ll be seen, heard, and supported to bring your full self to work. - Thrive with Stability and Purpose: With nearly 90 years of trusted service and continued growth, Fraser is a nonprofit where you can build a lasting, mission-driven career.

Role Description You’re a credentialing expert who thinks strategically and executes with precision. You understand the complexities of NCQA credentialing and payor enrollment inside and out, and you’re excited by the opportunity to redesign and elevate how credentialing works at a fast-growing healthtech company. You thrive at the intersection of operations, technology, and compliance—and you’re energized by building scalable systems, not just maintaining them. You’re a natural collaborator who can work cross-functionally with Product and Operations teams while also leading and developing a team of your own. What you'll do: - Strategic Leadership & Program Design - Own the vision and roadmap for credentialing and licensing at Zivian, transforming the function from transactional to a strategic driver of provider success and organizational growth. - Redesign and rebuild credentialing workflows end-to-end—identifying gaps, eliminating bottlenecks, and implementing scalable, best-in-class processes. - Serve as Zivian’s internal subject matter expert on NCQA credentialing standards, payor enrollment requirements, and state licensing regulations. - Partner closely with Product to shape and inform the credentialing and licensing features of Zivian’s software platform, translating operational needs into product requirements. - Collaborate with the broader Operations team to ensure credentialing workflows integrate seamlessly with provider onboarding, engagement, and compliance processes. - Credentialing & Licensing Operations - Oversee end-to-end credentialing processes for providers, including initial credentialing, re-credentialing, and payor enrollment. - Ensure compliance with NCQA guidelines, CMS requirements, state licensing regulations, and payor-specific credentialing standards. - Manage and monitor expirable tracking for licenses, certifications, and accreditations—ensuring proactive renewals with no lapses. - Maintain accurate, complete, and audit-ready credentialing files in compliance with HIPAA and applicable privacy regulations. - Lead, manage, and develop a team of Licensing Specialists, fostering a high-performance culture rooted in quality, accountability, and continuous improvement. - Build and maintain SOPs and process documentation to standardize credentialing operations across the team. - Leverage credentialing systems and databases to ensure data integrity and generate reports for leadership and external stakeholders. - Identify systemic process gaps and implement documented improvements to accelerate speed and reduce error rates. Qualifications - 5+ years of experience in credentialing, medical staff services, or provider enrollment, with at least 2 years in a management or team lead role. - Deep, hands-on knowledge of NCQA credentialing standards and payor credentialing/enrollment processes—this is a must. - Proven ability to lead, develop, and hold accountable a team of credentialing professionals. - A builder’s mindset: you’re not just here to maintain the status quo, but to redesign and improve how credentialing works. - Strong cross-functional collaboration skills—you can work effectively with Product, Operations, and external stakeholders alike. - Excellent organizational skills and ruthless attention to detail; you don’t let things fall through the cracks. - Comfort with technology and credentialing systems; ability to quickly learn and adapt to new platforms. - Strong written and verbal communication skills—you can translate complex regulatory requirements into clear, actionable guidance. - Ability to balance strategic thinking with hands-on execution in a fast-paced, startup environment. - Bachelor’s degree in Healthcare Administration, Business, or a related field preferred; CPCS or CPMSM certification a plus. Benefits - A dynamic, diverse, and collaborative work environment. - Fast-paced startup culture full of growth-minded colleagues. - A distributed team with opportunities for in-person collaboration. - Employee equity pool. - Competitive compensation and benefits package. - A supportive, non-competitive work environment where the team truly cares about one another. - Opportunities for continuous learning and professional growth. - Flexibility in work location.