AI operations specialist for customer support

Bolt is a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries. Its services include ride-hailing, food delivery, scooters, e-bikes, and car-sharing.

• Monitor AI agent performance across verticals and markets, using automation coverage, success rates, escalation patterns, and quality signals to identify and prioritize improvement opportunities
• Run the AI Operations cadence, coordinate Program Managers, track actions through completion, surface cross-functional blockers, and translate operational priorities into clear input for Product and Engineering
• Own the issue-level automation portfolio and reporting framework, maintaining visibility into coverage, performance, blockers, ownership, next actions, and quality trends
• Define consistent standards for effective customer resolutions across issue types and ensure they inform AI evaluations, routine quality, and acceptance criteria for improvements
• Turn patterns from customers, CS agents, and vertical teams into actionable improvement requests, coordinating cross-functional initiatives across knowledge content, 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 as the function scales

• Experience in operations, programme management, or product operations, managing teams and delivering performance improvement programmes from definition through execution
• Systematically identify whether performance issues stem from processes, coverage, tooling, prioritization, quality standards, or execution
• Experience coordinating complex programmes across Product, Engineering, Legal, BPO, and business teams, turning multiple inputs into clear priorities and actions
• Familiarity with how AI systems can fail, including classification errors, knowledge gaps, and logic faults
• Use performance metrics to prioritize work, measure progress, identify trends, and communicate operational health to stakeholders and leadership
• Clear written communication and experience managing and developing people, establishing effective standards, and helping teams perform consistently in fast-moving environments
• Daily use of AI is expected; remain accountable for the output and maintain high standards when using AI tools

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