Senior Product Manager, Fraud & Trust

Instacart is transforming the grocery industry by providing essential services for grocery delivery. They are seeking a Senior Product Manager for Fraud & Trust to lead the strategy and execution of platforms that protect their marketplace from fraud and ensure a fair customer experience.

Responsibilities:

• Own the fraud, identity, and appeasements product vision, strategy, and multi-year roadmap
• Set a clear north star with quantified targets for fraud losses, cost per order, false positive rates, and customer experience - and regularly socialize that vision with leadership and cross-functional partners
• Drive the evolution of Instacart's real-time fraud detection and identity platform - including ML model strategy, decisioning, identity verification (selfie, passkeys, ATO prevention), and account integrity across both marketplace and Storefront Pro
• Optimize the balance between fraud prevention and customer experience
• Champion an AI-native, AI-first approach to fraud and trust
• Drive opportunities to apply AI/ML innovations across the full domain
• Push beyond incremental rule tuning toward a fundamentally AI-first architecture
• Lead the appeasements and order-issue resolution strategy - defining policies, guardrails, and product capabilities that balance fair customer treatment with abuse prevention
• Partner with Order Quality, CX, and Legal to shape policies where customer-facing commitments require thoughtful safeguards
• Drive measurable improvements to efficiency
• Be the strategic leader, not just the executor
• Proactively identify new opportunities, define the 'where we go next' narrative, and produce clear product reviews that demonstrate depth, ambition, and clear trade-off analysis
• Partner closely with Data Science, ML Engineering, and Fraud Operations to define PRDs, scope ML model improvements, and translate complex fraud signals into scalable product capabilities
• Leverage operational insights while maintaining independence of judgment on strategic direction
• Collaborate across Platform, Payments, Order Management, Shopper, Legal, and CX teams to ensure fraud and trust capabilities are embedded across Instacart's full commerce stack - from checkout to post-order to international expansion
• Stay ahead of the evolving fraud landscape, including organized fraud-as-a-service, AI-generated abuse, and emerging attack vectors

Requirements:

• 6+ years of product management experience, including 3+ years focused on fraud, trust & safety, risk, identity, or a related high-stakes platform domain
• Demonstrated ability to set product vision and strategy independently - not just execute on a defined roadmap, but define the north star, build conviction with leadership, and drive a multi-year narrative with measurable goals
• Proven track record driving measurable business outcomes in fraud prevention or risk management - such as reducing fraud losses, improving authorization/approval rates, lowering false positive rates, or optimizing cost per order
• Strong experience working with ML/data science teams on fraud detection models, risk scoring, or decisioning platforms
• Comfort with data and experimentation (SQL, analytics tools, A/B testing) to size opportunities, validate hypotheses, and measure impact rigorously
• Demonstrated success working cross-functionally with engineering, operations, data science, finance, legal, and compliance - with strong written and verbal communication skills to produce compelling strategy documents and build confidence in direction
• Bachelor's degree in business, engineering, computer science, or a related field; equivalent practical experience considered
• Experience applying AI/ML innovations to fraud, identity, or trust & safety - such as shipping GenAI/LLM-powered products, building AI-native detection/decisioning systems, or leveraging graph neural networks and multimodal analysis
• Strong preference for candidates who think AI-first, not rule-first
• Experience building for multi-sided marketplaces and/or enterprise/white-label platforms, with an understanding of how fraud controls need to adapt for different partner models and user types (customers, shoppers, merchants, advertisers)
• Experience leading or influencing without direct authority in an operational environment (e.g., working with Fraud Ops, Trust & Safety Ops, or Risk Operations teams)