Program Manager, CS Policies

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 Program Manager - CS Policies plays a pivotal role in ensuring our policy frameworks are robust, scalable, user-centric, and compliant with legal and operational standards. This individual will be responsible for building and maintaining high-quality, clearly articulated policies that empower CS agents (in-house and outsourced), drive consistency, mitigate risk and enable better decision-making across the organisation. They will manage the end-to-end policy lifecycle—identifying the need for new policies, drafting and validating them with stakeholders, overseeing implementation, and reviewing impact over time.

Main tasks and responsibilities

• Lead the development and maintenance of CS policies across the Rides vertical, ensuring alignment with company goals, legal requirements and operational standards.

• Build and manage a centralised policy management & governance framework that supports consistency, accountability, and operational efficiency globally.

• Manage the full policy development lifecycle end-to-end:

• Conduct policy needs assessments in collaboration with Local and Global Operations Teams, Legal, Risk, Ops, Product Teams and supporting CS functions.

• Timely rollout and adoption of policies, driving measurable improvements in CS and operational KPIs (e.g., CSAT, AHT, CCPO, policy costs, churn, end-user experience).

• Drive cross-functional alignment through policy formulation workshops, and ensure buy-in from key regional and global stakeholders.

• Ensure that policies are clearly communicated, accessible, and usable across CS, Operations, Legal & Privacy, Product and Automation teams.

• Develop and track policy effectiveness and impact metrics to identify risks, gaps, and areas for continuous improvement.

• Leading scheduled policy reviews.

• Coordinate with Legal, Risk, and Privacy to ensure policies are externally defensible and compliant with evolving regulatory standards.

• Own the governance model of policy documentation, ensuring a clear audit trail, version control, and review cycles.

• Own and manage the programmatic delivery of key product and process improvements that will enable better policy delivery and/or user service experience.

About You

• You have a proven experience in program management, policy development, governance, operations, or legal/compliance roles.
• You have demonstrated experience creating and managing internal policy frameworks in a fast-paced, global environment.
• You have a strong analytical mindset with experience using data to drive policy decisions and measure effectiveness.
• You have a proven track record in cross-functional stakeholder management and policy implementation at scale.
• You have exceptional written and verbal communication skills in English; other languages are a plus.
• You are proficienct in project management tools (Jira, Asana, Confluence, etc.) and documentation tools (Google Workspace, Notion, etc.).

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.