AI Operations Lead, CS Product

Location: Warsaw, Poland or Tallinn, Estonia; hybrid model with at least 12 monthly in-office days. Relocation support is provided only for candidates moving to Tallinn, Estonia.

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, improving the AI support agent’s Automation Resolution Rate.
• Monitor automation coverage, success rates, escalation patterns, and quality signals across verticals and markets to prioritise improvements.
• Run the AI Operations cadence, coordinate Program Managers, track actions, surface blockers, and translate operational priorities into Product and Engineering input.
• Own issue-level automation portfolios and reporting covering performance, blockers, ownership, actions, and quality trends.
• Define customer-resolution standards for issue types and use customer, agent, and vertical-team insights to improve knowledge, policies, compliance, BPO quality, and operational processes.
• Develop AI Operations Program Managers by establishing working standards, improving escalation and root-cause practices, and building team capabilities.

Requirements

• Experience in operations, programme management, or product operations, including managing teams and delivering performance-improvement programmes from definition through execution.
• Systematic approach to performance problems, distinguishing causes related to processes, coverage, tooling, prioritisation, quality standards, or execution.
• Experience coordinating complex programmes across Product, Engineering, Legal, BPO, and business stakeholders.
• Familiarity with AI-system failure modes, including classification errors, knowledge gaps, and logic faults.
• Ability to use performance metrics to prioritise work, measure progress, identify trends, and communicate operational health to stakeholders and leadership.
• Clear written communication and experience managing and developing people in fast-moving environments.

Culture & Benefits

• Small, autonomous teams with early ownership and responsibility.
• Hybrid work combining flexibility with in-person collaboration.
• Salary and stock options, with wellness support for physical and mental health.
• One-month paid sabbatical after five years at Bolt.
• Annual company events and smaller team gatherings.
• AI tools are used daily, with employees remaining accountable for the quality of their output.