Senior Operations Specialist

About Bolt

Bolt is pioneering a future where urban environments prioritize people over cars. Founded in 2013 by a passionate 19-year-old, Bolt has expanded into a global mobility platform catering to more than 200 million customers and 4.5 million driver and courier partners across 50 countries. The company offers diverse services including ride-hailing, food delivery, scooters, e-bikes, and car-sharing. Bolt operates with small, autonomous teams that combine the agility and accountability of startups with the reach of a major tech player supported by over €1 billion in funding.

Role Overview

In the position of Senior Operations Specialist, you will manage the health and pricing efficacy of Bolt’s ride-hailing marketplace specifically for Kenya. Your focus will be to fine-tune the balance between rider experience—covering pickup ETA, search coverage, and cancellation rates—and driver earnings, availability, and retention, by utilizing data-driven strategies related to pricing, supply interventions, and category management.

This role directly influences marketplace continous enhancement by ensuring competitive pricing, healthy supply-demand balance, and improved rider and driver experiences.

Key Responsibilities

• Monitor essential performance indicators such as pickup ETA, search coverage, partner acceptance rate, order-to-finish rate, utilization, and rider cancellation rate to oversee marketplace health.
• Run the weekly Marketplace Health Review and transform insights into actionable improvements to increase rides and gross merchandise value.
• Develop and implement pricing strategies based on competitive analysis, simulations, and adjustments; manage category-level pricing for non-LTO segments, electric vehicles, motorbikes, central business district pricing, short distances, and price laddering.
• Enhance marketplace efficiency by managing driver quality programs, analyzing completion and offline trip activities, addressing dispatch and match issues, and optimizing geographic zones and search categories.
• Conduct competitive intelligence by tracking competitor pricing, incentives, promotions, market share, average selling price, and net rates, then advise on strategic adjustments for Bolt’s marketplace approach.
• Maintain and improve marketplace reporting tools such as the Marketplace Operations Tracker, automate routine analyses, monitor driver incentive expenditures and returns, and produce regular performance reports.
• Lead multi-departmental projects from planning to execution, collaborating with teams including Growth & Analytics, Product, Driver Growth, Engagement, Riders, Fleet, Compliance, Customer Support, and Central Operations; support investigations related to fraud and marketplace risks as needed.

Candidate Profile

• You possess 5 to 7 years of professional experience in operations, consulting, analytics, strategy, marketplace management, startups, or other dynamic environments with strong quantitative demands.
• Educated to at least a Bachelor's level in Business Management, Economics, Engineering, Finance, Statistics, or related disciplines.
• Strong analytical thinker, adept at leveraging data to diagnose marketplace issues, uncover new opportunities, and empower strategic and operational choices.
• Proficient project manager able to convert analysis into implemented solutions while juggling priorities and steering collaborative efforts.
• Effective communicator and cooperative team member comfortable engaging stakeholders across product, analytics, growth, and operations with excellent command of English, both spoken and written.
• Demonstrates ownership, autonomy, meticulous attention to detail, and a drive to meet ambitious goals while continually enhancing and automating business processes.

Why Work Here

• Opportunities for rapid career advancement and unique professional experiences.
• Competitive salary combined with stock options aligning your rewards with company success.
• Support for physical and mental wellness through dedicated perks.
• Celebrate five years at Bolt with a fully paid one-month sabbatical to recharge.
• Regular company gatherings and team events to foster connections.
• A hybrid working model promoting flexibility and collaboration, including a minimum of 12 in-office days monthly.

Please note that some benefits may vary based on location and role.

Additional Notes

Using AI tools in daily work is a baseline expectation to enhance efficiency; however, high standards for output remain.

Bolt values dedication, intelligence, and integrity highly; candidates lacking some qualifications are still encouraged to apply.

Equal Opportunity Commitment

Bolt is devoted to fostering a diverse and inclusive workplace where any qualified individual is considered without discrimination based on race, color, nationality, religion, gender or gender identity, sexual orientation, age or disability. Reasonable accommodations are provided throughout the hiring process upon request.