AI Operations Lead (CS Product)

Location: Tallinn, Estonia or Warsaw, Poland. The role is on-site and follows a hybrid model with at least 12 monthly in-office days.

Company

Bolt is a global mobility platform providing ride-hailing, food delivery, scooters, e-bikes, and car-sharing services across 50 countries.

What you will do

• Own end-to-end automation performance for a defined customer support vertical and persona.
• Monitor AI agent coverage, resolution rates, escalations, and quality signals across markets.
• Run the AI Operations cadence, coordinate Program Managers, track actions, and remove cross-functional blockers.
• Maintain the issue-level automation portfolio and reporting framework.
• Define customer resolution standards and ensure they inform AI evaluations, routine quality, and acceptance criteria.
• Convert customer, CS agent, and vertical-team feedback into improvements across knowledge, policies, compliance, BPO quality, and operational processes.

Requirements

• Experience in operations, programme management, or product operations.
• Track record of managing teams and delivering performance improvement programmes from definition through execution.
• Systematic approach to diagnosing process, coverage, tooling, prioritisation, quality, and execution issues.
• Experience coordinating complex programmes across Product, Engineering, Legal, BPO, and business stakeholders.
• Understanding of AI system failures, including classification errors, knowledge gaps, and logic faults.
• Strong performance-metrics, written communication, people-management, and team-development skills.

Culture & Benefits

• Small, autonomous teams with ownership and fast decision-making.
• Flexible hybrid work with in-person collaboration.
• Salary, stock options, and wellness benefits.
• One-month paid sabbatical after five years at Bolt.
• Annual company events and smaller team gatherings.
• AI tools are part of daily work, with employees accountable for the quality of their output.