Trust & Safety Program Manager

Wolt - English; Berlin; Vor Ort; EUR 70.000 - 95.000; Vollzeit

Zusammenfassung

Wolt is seeking a Senior Associate / Manager to scale safety initiatives across regions, protecting couriers, customers and merchants while building trust through transparent practices.

You will own operational programs, analyze risk, and collaborate with Product, Support, Legal, Policy, and Operations to drive improvements at scale.

Qualifikationen

• 4–6 years in Operations, Strategy & Planning, Trust & Safety, Risk, or similar.
• Experience or strong interest in Personal Safety, Road Safety, or Operational Risk management.
• Knowledge or experience with Jira and Looker.
• Strong analytical and problem-solving skills with data-to-insights ability.
• Excellent communication and stakeholder management skills.
• Thrives in a fast-paced, ambiguous environment.
• Experience building or scaling processes, policies, or operational programs.
• Fluency in English and German (written and spoken) is required.

Aufgaben

• Drive local Personal and Road Safety improvements across markets while aligning with global strategy.
• Analyze market-level safety trends and incident data to identify risk areas and translate insights into actions.
• Design and implement safety initiatives to reduce incidents and improve outcomes for couriers and platform users.
• Build and maintain relationships with NGOs, public sector bodies, and local authorities.
• Collaborate with Product, Support, Legal, Policy, and Operations to implement safety improvements at scale.
• Improve incident management tools and processes for effectiveness and scalability.
• Conduct deep dives into safety incidents, identifying root causes and driving prevention and response improvements.
• Roll out best practices and safety standards across regions; train local teams with playbooks.

Kenntnisse

Operations & Safety experience

Data analysis & insight

Stakeholder management

English & German fluency

Process design & scaling

Jira & Looker

Tools

Jira

Looker

Jobbeschreibung

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

About the Role

Trust and Safety focuses on proactively managing risks on the Wolt platform. The team also makes surethat trust and safety incidents are managed quickly, effectively and empathetically. It is a key priority for us that everyone can feel safe while using Wolt - be it for ordering, delivering, or selling goods.

Managing Safety risks is key to protecting our platform users (couriers, customers, merchants), and doing so with transparency and fairness is key to building trust with them. We are looking for a Senior Associate / Manager to support our Global Manager of Personal and Road Safety to scale our strategy and initiatives globally. In this role, you will support the development and execution of safety initiatives that increase safety for all of Wolt's platform users, while building trust through transparent and effective safety practices.

You will operate across both strategy and execution—owning key operational programs, identifying risks, and driving continuous improvement in our safety controls.

What You’ll Be Doing

• Driving local Personal and Road Safety improvements across markets, ensuring initiatives are tailored to regional needs while aligned with global strategy
• Analyzing market-level safety trends and incident data, identifying key risk areas, and translating insights into actionable improvements
• Designing and implementing targeted safety initiatives to reduce incidents and improve outcomes for couriers and other platform users
• Building and maintaining strong relationships with external stakeholders, including NGOs, public sector bodies, and local authorities
• Collaborating cross-functionally with Product, Support, Legal, Policy, and Operations teams to implement safety improvements at scale
• Optimizing and evolving incident management tools and processes to ensure effectiveness and scalability
• Conducting deep dives into safety incidents and root causes, and driving continuous improvement in prevention and response mechanisms
• Supporting rollout of best practices and safety standards across regions
• Enabling local teams through training, guidance, and playbooks on personal and road safety topics

Qualifications

• 4–6 years of experience in Operations, Strategy & Planning, Trust & Safety, Risk, or similar fields, ideally within the Platform/Gig economy
• Experience or strong interest in Personal Safety, Road Safety, or Operational Risk management
• Knowledge/experience working with Jira and Looker tools
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Excellent communication and internal and external stakeholder management skills
• Ability to thrive in a fast-paced, ambiguous environment
• Experience building or scaling processes, policies, or operational programs
• Fluency in English and German (both written and spoken) is required. Additional language skills (French, Greek etc.) are a plus

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.