CS Process Program Manager

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 The Customer Support Process Program Manager is responsible for designing, automating, maintaining, and continuously improving the internal support processes that enable fast, scalable, and high-quality customer service for Bolt for Business.

The role translates business and policy requirements into clear operational workflows and identifies opportunities to simplify or eliminate manual work through AI and automation. It combines strategic process ownership with hands-on solution building, using workflow automation, AI tools, system integrations, and data to improve customer experience, agent efficiency, quality, and operational scalability.

Working closely with Operations, Product, Engineering, Data, Policy, Quality, and Enablement, the role takes solutions from problem identification and initial prototype through testing, rollout, adoption, performance monitoring, and continuous improvement.

Main tasks and responsibilities

• Process Design and Optimisation: Owns the end-to-end design and continuous improvement of customer support processes. Simplifies complex workflows to improve resolution time, quality, consistency, and agent productivity.
• AI and Automation Opportunity Identification: Analyses support workflows, customer pain points, operational data, and manual activities to identify where processes should be simplified, eliminated, automated through rules, or enhanced with AI.
• Hands-on Automation Building: Designs, prototypes, and tests lightweight AI-enabled workflows and automations using tools such as n8n, Claude, ChatGPT, Cowork, Cursor, or similar platforms. Uses APIs, webhooks, structured data, and basic scripting or coding where appropriate.
• Automation Lifecycle Ownership: Takes automation solutions from initial idea and business case through requirements, prototyping, testing, rollout, adoption, monitoring, and iteration. Establishes clear ownership and maintenance requirements for implemented solutions.
• AI Quality and Governance: Ensures AI-enabled solutions are accurate, secure, explainable, and appropriately monitored. Defines testing standards, exception handling, human-review requirements, access controls, and safeguards for customer and company data.
• Policy Review and Translation: Reviews inputs from verticals and business stakeholders, flags gaps or inconsistencies, and translates approved policies into scalable support workflows, system requirements, decision logic, and frontline guidance.

About You

• You have a proven experience in customer support operations, process design, automation, or service delivery within fast-paced tech or BPO environments.
• You have a proven success designing and implementing scalable processes across multiple teams, markets, or geographies.
• You have a hands-on experience identifying automation opportunities and building AI-enabled workflows using tools such as n8n, Claude, ChatGPT, Cowork, Cursor, or similar platforms.
• You are able to independently build, test, and improve lightweight automations that connect tools, move and structure data, and reduce manual operational work.
• You have an experience taking solutions from idea to implementation, including testing, documentation, rollout, adoption, and performance monitoring.
• You have strong data-informed decision-making skills, with the ability to identify root causes, measure impact, and translate insights into action.

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! 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.

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.