Program Manager, Safety Processes & Enforcement

𝗔𝗯𝗼𝘂𝘁 𝗕𝗼𝗹𝘁

Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries.

From ride-hailing and food delivery to scooters, e-bikes, and car-sharing, Bolt helps people move through cities every day. Small, autonomous teams drive this work, combining the speed and ownership of a startup with the scale of a global technology company backed by more than €1bn in funding.

And we're just getting started.

𝗪𝗵𝘆 𝗷𝗼𝗶𝗻 𝗕𝗼𝗹𝘁?

• Build the future of mobility and help transform how people live and move in cities.
• Tackle challenges at scale that span technology, operations, regulation, and growth.
• Take real ownership early. Small, lean teams mean your decisions matter from day one, and you'll learn fast alongside some of the best people in the industry.
• Join one of Europe's leading technology companies, backed by world-class investors including Sequoia.

𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗿𝗼𝗹𝗲

Our Central Safety Team monitors and prevents risks that could cause real-world harm to users.

As Program Manager, Safety Processes & Enforcement, you'll own the translation layer between safety policy and operational execution: converting policy intent into enforcement standards, account restriction decisions and case-handling processes that Customer Support agents can apply consistently across every case and every market, supported by automation where appropriate.

You'll own the suspension matrix that determines the enforcement logic for each type of violation, the SOP library that tells support agents how to get there, and the specification work that makes those processes ready for automation, with human oversight built in.

𝗠𝗮𝗶𝗻 𝘁𝗮𝘀𝗸𝘀 𝗮𝗻𝗱 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:

• Own the suspension matrix and severity classification: define and maintain the enforcement ladder that maps each violation type and severity level to an account action for both riders and partner drivers, with one shared definition of severity used for enforcement decisions and incident response.
• Build and maintain the SOP library for all safety issue areas, making sure every policy position has a process agents can follow and no process contradicts the enforcement standards. Write processes ready for automation (clear decision trees, defined inputs and outputs, explicit exception and fallback paths) and work with Product and Legal to specify rules-engine logic and automation-assisted enforcement flows, with human review built in.
• Own the quality rubric and calibration standards for safety case handling, and own appeals standards by defining how appeals are assessed and what can overturn an enforcement decision.
• Drive enforcement consistency: run regular audits, measure where outcomes differ across agents and markets, and lead the fixes.
• Work with Safety Policy to make sure standards reflect policy intent, and with Local Safety Operations on local process deviations, making sure each one is documented, justified and checked against the global standard. Report on enforcement consistency, process coverage and automation readiness against team KPIs.

𝗔𝗯𝗼𝘂𝘁 𝘆𝗼𝘂:

• Proven experience in Trust & Safety, risk management, policy operations or a comparable field, including direct ownership of enforcement policy or operational process design at scale.
• Demonstrated experience building or overhauling an SOP library, enforcement framework or suspension matrix used by a large operational team, and writing process specifications for automation or working alongside Product and Engineering on rules engines.
• Working knowledge of regulation affecting account enforcement and automated decision-making, such as GDPR, the EU Platform Work Directive and the Digital Services Act.
• Deep knowledge of enforcement policy design and policy-to-process translation, with end-to-end ownership of the enforcement framework: you anticipate where standards will drift or break under volume and fix it before it becomes an incident, using case data, appeals data and quality metrics to see where standards are failing in practice.
• Strong collaboration and influencing skills across product, legal and operations teams, building agreement without formal authority and holding the line on enforcement consistency under commercial or operational pressure, while managing interdependent workstreams in the right order (standards before processes, processes before automation) and adapting to evolving priorities.

𝗪𝗵𝘆 𝘆𝗼𝘂'𝗹𝗹 𝗹𝗼𝘃𝗲 𝗶𝘁 𝗵𝗲𝗿𝗲

• Accelerate your professional growth with unique career opportunities.
• Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.
• Take care of your physical and mental health with our wellness perks.
• Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.
• Connect with colleagues at annual company events and smaller team gatherings.
• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.

Some perks may differ depending on your location and role.

At Bolt, using AI daily is a baseline expectation for everyone. If there's a faster, smarter way to do your work, we expect you to find it. You're still responsible for the output, so the standard stays high when using AI tools.

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don't tick every box, please consider applying!

𝗘𝘃𝗲𝗿𝘆𝗼𝗻𝗲 𝗶𝘀 𝘄𝗲𝗹𝗰𝗼𝗺𝗲

Bolt is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where all qualified applicants are considered for employment without regard to race, colour, nationality, religion, gender or gender identity, sexual orientation, age, or disability.

We welcome applications from all backgrounds and are happy to make reasonable accommodations throughout our hiring process. If you require any adjustments, please let us know.