Trust & Safety Program Manager

About the role

At Wolt, our Trust and Safety team plays a crucial role in ensuring the safety and security of our platform users, including couriers, customers, and merchants. We are committed to creating a safe environment by proactively managing risks and responding effectively to safety incidents. We are seeking a dedicated and experienced Trust & Safety Program Manager to support our Global Manager of Personal and Road Safety. This individual will be instrumental in executing safety initiatives, scaling programs across regions, and fostering a culture of safety within the organization. The role involves analyzing safety data, developing targeted safety strategies, and collaborating with various internal teams and external partners to enhance safety standards worldwide. The ideal candidate will have a strong background in operational risk management, program development, and stakeholder engagement, with a passion for creating safer platforms for all users.

Key facts

What you'll do

• Lead the development and implementation of Personal and Road Safety initiatives across multiple markets, ensuring strategies are tailored to local contexts while aligning with global safety standards.
• Analyze incident reports, safety trends, and data to identify risks and develop actionable insights that inform safety programs.
• Design, execute, and continuously improve safety programs aimed at reducing incidents, enhancing user confidence, and improving overall platform safety.
• Establish and nurture partnerships with external organizations such as NGOs, local authorities, and safety advocacy groups to support and amplify safety efforts.
• Collaborate closely with cross-functional teams including Product, Support, Legal, Policy, and Operations to scale safety solutions and ensure consistency across regions.
• Refine incident management tools, processes, and workflows to improve efficiency, scalability, and effectiveness in responding to safety issues.
• Conduct root cause analysis of safety incidents to understand underlying factors and develop preventative measures.
• Assist in the creation and dissemination of safety standards, best practices, and operational procedures across different regions to promote consistency and compliance.
• Provide training, resources, and guidance to local teams to enhance their understanding of personal and road safety issues and improve their response capabilities.
• Monitor the performance of safety programs through key metrics, prepare reports, and communicate findings to stakeholders at various levels of the organization.
• Support the development of safety policies and operational frameworks that align with regulatory requirements and industry standards.
• Stay informed about emerging safety trends, regulations, and best practices to ensure Wolt remains at the forefront of platform safety.
• Facilitate communication and knowledge sharing between regions to promote a unified approach to safety management.
• Assist in managing safety-related projects, including pilot programs and new initiatives, from conception through execution and evaluation.
• Contribute to the ongoing improvement of incident reporting and response systems to ensure timely and effective handling of safety issues.

Requirements

• 4 to 6 years of professional experience in Operations, Strategy & Planning, Trust & Safety, Risk Management, or related fields, preferably within platform-based or gig economy companies.
• Demonstrated interest or experience in Personal Safety, Road Safety, or Operational Risk management.
• Proficiency with Jira and Looker tools, with the ability to analyze data and generate insights.
• Strong analytical skills, with a proven ability to interpret complex data sets and translate findings into actionable strategies.
• Experience managing programs or projects at a regional or global scale, with a track record of successful implementation.
• Excellent communication skills, capable of engaging diverse stakeholders, including external partners, internal teams, and senior management.
• Ability to work effectively in a fast-paced, dynamic environment with shifting priorities and ambiguous situations.
• Experience in developing, scaling, or improving operational processes, policies, or safety programs.
• Fluency in both English and German, both written and spoken, is essential. Additional language skills such as French or Greek are considered advantageous.
• Strong organizational skills, with the ability to manage multiple projects simultaneously and meet deadlines.
• A proactive attitude with a problem-solving mindset and a passion for safety and risk mitigation.

Nice to have

• Previous experience working within the gig economy or platform-based service companies.
• Knowledge of relevant safety regulations, compliance standards, and industry best practices.
• Familiarity with international safety standards and local regulatory environments.
• Experience working with external organizations, NGOs, or government agencies on safety-related initiatives.
• Background in public safety, community engagement, or advocacy work.

Skills & tools

• Jira for project and issue tracking.
• Looker for data analysis and reporting.
• Strong analytical and problem-solving skills.
• Program management capabilities.
• Stakeholder engagement and relationship management.
• Excellent written and verbal communication skills.
• Ability to interpret and utilize data to inform safety strategies.

Practical notes

• Applicants must be eligible to work in Germany, as this is an on-site role based in Berlin.
• Wolt offers competitive salary packages, benefits, and opportunities for professional development.
• The company values diversity and encourages applications from individuals of all backgrounds and experiences.
• Candidates should be prepared to engage in a collaborative environment that promotes continuous learning and improvement.
• This position may involve working with sensitive safety data; confidentiality and data protection are paramount.
• The role requires a proactive approach to identifying safety risks and implementing effective solutions.
• Wolt is committed to creating an inclusive workplace and supporting employee well-being.