Trust & Safety Program Manager

About Wolt

Wolt crafts technology aimed at making everyday life simpler, more joyful, and economically rewarding across neighborhoods worldwide. Since launching in 2014 with a focus on restaurant deliveries, the company has expanded to offer delivery services for nearly any item, operating in over 500 cities across 30 countries. Following its partnership with DoorDash in 2022, Wolt continues to broaden its international reach.

The work environment at Wolt is dynamic and challenging. Employees can expect to gain extensive learning and growth opportunities, often involving fast-paced and demanding projects that also bring enjoyment. The ideal candidate is proactive, motivated, and entrepreneurial.

Role Overview

The Trust and Safety team is dedicated to proactively identifying and mitigating risks on the Wolt platform, ensuring incidents related to trust and safety are addressed with speed, efficacy, and empathy. The team's mission is to cultivate a secure environment for all stakeholders including couriers, customers, and merchants.

This position supports the Global Manager of Personal and Road Safety by scaling strategic safety initiatives internationally. It balances strategic planning with hands-on execution responsibilities, managing core operational projects, pinpointing risks, and fostering ongoing enhancements to safety measures.

Key Responsibilities

• Tailor and implement personal and road safety strategies across various markets aligned with global objectives.
• Evaluate safety trends and incidents at the market level to identify risks and convert data insights into practical safety improvements.
• Develop and apply focused safety programs aimed at reducing incidents and enhancing overall user safety on the platform.
• Establish and nurture productive relationships with external parties such as NGOs, governmental agencies, and local authorities.
• Work collaboratively with departments including Product, Support, Legal, Policy, and Operations to deploy safety initiatives broadly.
• Enhance and refine tools and processes for incident management to improve functionality and scalability.
• Investigate root causes of safety incidents and drive continuous progress in both preventative and responsive safety procedures.
• Facilitate the dissemination of safety best practices and standardized protocols across regions.
• Support local teams by providing training materials, guidance, and playbooks regarding personal and road safety.

Required Qualifications

• Between 4 and 6 years of relevant experience in areas such as Operations, Strategy & Planning, Trust & Safety, or Risk Management, preferably within platform or gig economies.
• Strong background or keen interest in personal and road safety or operational risk management.
• Familiarity with Jira and Looker analytics tools.
• Excellent analytical and problem-solving abilities capable of translating complex data into actionable strategies.
• Demonstrated experience in managing programs and projects effectively.
• Excellent communication skills combined with adeptness in stakeholder engagement both internally and externally.
• Ability to excel in a fast-moving, ambiguous work setting.
• Experience with establishing or scaling operational processes, policies, or programs.
• Fluency in both written and spoken English and German is mandatory, with additional languages such as French or Greek considered advantageous.

Commitment to Inclusion

Wolt is devoted to fostering an inclusive and diverse workplace that reflects varying backgrounds, experiences, and perspectives. The company recognizes the value of inclusive innovation and strives to offer all employees equal chances and resources to succeed.