Support
Helsinki, Finland
Full-time
Trust and Safety focuses on proactively identifying, managing, and mitigating risks in real-time. The team also works hands-on to ensure swift, effective, and empathetic responses to incidents while continuously improving the safety of our platform. We take ownership of challenges and are relentless in finding practical solutions so that everyone can feel safe while using Wolt - be it for ordering, delivering, or selling goods.
As the Regional Trust and Safety Manager for Wolt’s North region you’ll take full ownership of understanding the top risks, identifying root causes, and rolling up your sleeves to solve issues in the region. You’ll be responsible for developing and launching Controls (product, policies, processes) across the North region’s 9 markets: Finland, Sweden, Estonia, Denmark, Latvia, Lithuania, Norway, and Iceland. You’ll also serve as the go-to expert for escalations, balancing strategic direction with hands-on execution. .
Our North region is where our “home” country is (Finland), and where a lot of regulatory and legal nuances are present. In order to be successful in this role, you’ll need to be a proactive, independent, and determined individual with strong stakeholder management skills, grit, and creativity to get things done when faced with challenges. You will need to navigate ambiguity, manage competing priorities and step in personally when necessary to drive solutions forward. This could mean engaging directly with internal and external stakeholders, participating in operational fixes or resolving urgent escalations.
The ideal candidate is a natural leader who is just as comfortable setting strategy as they are jumping in to execute it. They have some experience in safety/risk management, preferably in consumer-facing businesses or technology platforms, and a passion for data driven insights to make informed decisions. You must be comfortable working at both ends of the spectrum: building a regional T&S strategy and rolling up your sleeves to get things done!

What you’ll be doing:

• Working hand-in-hand with the North Operations team to build and execute an effective T&S strategy for the region. This means being in the field, directly engaging with stakeholders and following through until resolutions have been achieved.
• Collaborating with Support, Product, Policy, Comms, Legal, and other teams to plan and execute the work required to enable safe growth in the region.
• Owning the North regional T&S strategy and roadmap, being accountable from concept building to the execution and success of the program.
• Identifying gaps, risks and opportunities and understanding root causes for T&S incidents by conducting deep dives, leading investigations, and launching improvements to Wolt’s controls in the region.
• Working with Global T&S Program Managers to develop and improve policies, processes, and products to manage T&S risks and incidents in your region.
• Establishing governance and forums to enable the program’s execution.
• Completing Safety investigations and deep dives.
• Training and empowering regional teams in Trust and Safety topics, making sure they have the knowledge and resources to maintain best practices in daily operations.

• Working hand-in-hand with the North Operations team to build and execute an effective T&S strategy for the region. This means being in the field, directly engaging with stakeholders and following through until resolutions have been achieved.
• Collaborating with Support, Product, Policy, Comms, Legal, and other teams to plan and execute the work required to enable safe growth in the region.
• Owning the North regional T&S strategy and roadmap, being accountable from concept building to the execution and success of the program.
• Identifying gaps, risks and opportunities and understanding root causes for T&S incidents by conducting deep dives, leading investigations, and launching improvements to Wolt’s controls in the region.
• Working with Global T&S Program Managers to develop and improve policies, processes, and products to manage T&S risks and incidents in your region.
• Establishing governance and forums to enable the program’s execution.
• Completing Safety investigations and deep dives.
• Training and empowering regional teams in Trust and Safety topics, making sure they have the knowledge and resources to maintain best practices in daily operations