Global Trust and Safety Program Manager
Operations
Berlin, Germany
Full-time
About Wolt
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.
Trust and Safety focuses on proactively managing risks on the Wolt platform. The team also makes sure that 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’re looking for a Global Program Manager to help drive key projects aiming at improving trust within the communities we serve and driving continuous improvement to the safety controls we implement.
The Global Trust and Safety Program Manager will support the Global Head of Trust and Safety with strategic projects and drive the ‘Trust’ side of Trust and Safety more actively for the team.
The ideal candidate has technical prowess and a passion for data driven insights to make informed recommendations that improve our valued community. To succeed in the role, you must be comfortable working at both ends of the spectrum - you’ll be working on the high-level strategy and also hands-on with project implementation.
What you’ll be doing
- Driving strategic projects within the Global Trust and Safety organization, with specific focus on building and maintaining Trust amongst our customers, couriers, and merchants.
- Owning the team’s Program Management governance, building out team documentation, templates for project management, and coordinating planning cycles.
- Collaborating with Support, Product, Policy, Comms, Legal, Operations, and other teams to plan and prioritize the work that Wolt needs to do for your projects to be successful.
- Identifying gaps and opportunities, understanding root causes, and proposing improvements to Wolt’s controls.
- Completing global Safety investigations and deep dives.
- Training local, regional, and global teams on Trust and Safety topics.
Qualifications
- 4-8 years of experience in Platform Operations, Strategy and Planning, Innovation, or Trust and Safety. The ideal candidate comes with expertise in Operations, Personal Safety, Road Safety, Fraud, and/or Risk.
- Strong analytical and problem solving skills and the ability to work with data and quickly turn it into insights, recommendations and strategies
- Strong project/program management to drive consistent progress towards our goals. You know that a project or program can’t be successful without proper scoping, planning, engagement, governance, and documentation.
- Excellent people skills and the ability to motivate, communicate, and drive various stakeholders including our country teams, global functional teams, and our leadership.
- The ability to thrive in a dynamic environment where you need to be proactive and figure out what to do rather than wait to be told what to do.
- Resilience and adaptability, creativity, and determination to drive a program independently even when things get tough. If things get blocked, you’ll need to find solutions or compromises to unblock them.
- Experience in building out and scaling new processes, policies, and/or products.
- Knowledge of the services we offer and genuine interest in Wolt and our industry.
- You are willing to work from one of our global hubs, ideally Berlin but open to Helsinki, or Copenhagen and are open to travel.
- You are able to work and communicate effectively in English.
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.
Delivery operations at Wolt
We’re here to make sure every delivery experience is an amazing one for our customers, courier partners, and merchant partners.
In partnership with local and global operations and various tech teams, we tackle questions like: how to onboard tens of thousands of courier partners efficiently, how to secure the right balance of couriers and orders across different cities, and how our logistics algorithms should be set up to ensure every order is a smooth one.
Our culture
At Wolt, 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. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
The delivery of (almost) everything
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.
We’ve always taken an ambitious but sustainable approach to growth. And, as part of the DoorDash team, we can keep on dreaming big and expanding across the globe.
"The learning curve has been steep. I've been given plenty of opportunities and space to grow. At Wolt, if you find things that should be fixed or improved, no-one is holding you back. 'This is how we've always done it' isn't an argument here. There is no micromanaging whatsoever, yet I feel I always get the support I need from my team lead and peers."
- Janne, Head of Global Operations
Delivery operations at Wolt
We’re here to make sure every delivery experience is an amazing one for our customers, courier partners, and merchant partners.
In partnership with local and global operations and various tech teams, we tackle questions like: how to onboard tens of thousands of courier partners efficiently, how to secure the right balance of couriers and orders across different cities, and how our logistics algorithms should be set up to ensure every order is a smooth one.
Our culture
At Wolt, 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. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
The delivery of (almost) everything
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.
We’ve always taken an ambitious but sustainable approach to growth. And, as part of the DoorDash team, we can keep on dreaming big and expanding across the globe.
"The learning curve has been steep. I've been given plenty of opportunities and space to grow. At Wolt, if you find things that should be fixed or improved, no-one is holding you back. 'This is how we've always done it' isn't an argument here. There is no micromanaging whatsoever, yet I feel I always get the support I need from my team lead and peers."
- Janne, Head of Global Operations