Program Manager, Safety Processes & Enforcement

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.

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• 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.

• 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.

• 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.