Safety & Business Continuity Program Manager
At Bolt, customer trust and support resilience are non-negotiable. We’re looking for a Customer Support Safety & Business Continuity Program Manager to build and run the programs that protect both. If you thrive in complex environments, love creating structure in chaos, and want to shape how we manage safety and disruption at scale - this is your role.
Location: Warsaw, Poland | Tallinn, EstoniaView all roles
About the role
You’ll own and scale our global safety incident management program across all levels of severity. You’ll also lead Customer Support’s Business Continuity Planning (BCP), ensuring we’re ready to respond to crises - from service outages to fraud or geopolitical disruptions. This role sits at the intersection of CX, risk, and operations, ensuring Bolt’s support function is always prepared, always reliable, and always improving.
What you can expect
Main tasks and responsibilities:
Programmatic Oversight of Safety Incidents: Oversees the end-to-end safety incident handling programmatically across all severity levels. Ensures consistent processes, tooling, escalation paths, and coordination across regions and teams.
Cross-Functional Stakeholder Management: Manages relationships with internal stakeholders such as Risk & Safety, Legal, Policy, and Support Operations to align on safety workflows, escalation procedures, and response protocols.
Policy & Process Governance: Collects and interprets policy input from global Risk & Safety stakeholders. Designs and maintains operational processes for incident handling that reduce complexity and improve agent and customer experience across all incident types.
Business Continuity Planning (BCP): Owns the development, implementation, and ongoing refinement of the Customer Support Business Continuity Plan. Partners with global operations, systems, and risk functions to ensure CS is prepared for and resilient to critical disruptions.
Operational Resilience: Leads risk assessments and scenario planning to test CS readiness for various incident and crisis scenarios (e.g., outages, fraud spikes, geo-political disruptions). Coordinates response plans and recovery frameworks.
Tooling & Enablement: Partners with Product, Engineering, and CS Enablement to ensure tools, knowledge bases, and workflows are in place to support effective incident handling across risk levels.
What we expect
About you:
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!
You have 5+ years of experience in safety, operations, CX, or crisis management.
You’ve built or managed scalable response programs in a global, fast-paced setting
You think clearly under pressure and have strong instincts around customer trust and escalation.
You’re highly organised and can balance operational execution with long-term planning.
You’re a cross-functional natural—confident working with Legal, Risk, Product, and Support.
You have prior experience with Business Continuity Frameworks
Apply now and join us to make cities for people, not cars.
Become part of our Customer Support team
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.About us
We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!
