Senior Global Operations Manager

We are looking for a Senior Global Operations Manager to be part of our central Merchant Success team, a key member in Bolt Food's Commercial HQ team. The team's mission is to scale the business of Bolt Food by taking ownership of the overall strategy and performance of account management activities across Europe and Africa. To achieve its goals, the Commercial team works closely with a diverse set of HQ stakeholders and the local teams themselves.

About us

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission

About the role

As a Senior Global Operations Manager you will be responsible for developing and implementing commercial strategy, optimising workforce productivity and driving merchant performance. You'll remove roadblocks, execute initiatives flawlessly, and deliver outstanding merchant success and business performance across a diverse portfolio of markets. You will help to build the global strategy for Merchant Success through creating and rolling out activity frameworks, building and visualising analytical insights and serving as the main designated POC for cross-functional stakeholders on merchant needs. 

We expect you to be a genuine and proactive team player as you will need to embrace ambiguity at a global scale and approach business challenges in a data-driven and structured manner. It is key to have great attention to detail and the ability to manage multiple projects and stakeholders at once, with strong prioritisation skills.

Main tasks and responsibilities:

• Build, execute, and scale Merchant Success global strategies and operating processes in alignment with the function's overall strategy, while fostering a high-performance culture grounded in focus, integrity, and results.
• Monitor and control input and output KPIs tied to key merchants' performance and growth from global to local levels, using data insights to guide actions.
• Increase merchant retention and satisfaction by improving merchant experience through optimized workflows, frameworks, team actions, and the removal of process or workflow inefficiencies.
• Identify commercial opportunities based on business metrics and merchant feedback, and channel these into central Product, Incentive, and Marketing teams for solution development and business growth.
• Create strong connections and foster relationships with global and local stakeholders to ensure central strategies align with local market priorities and operational needs.
• Enable teams and stakeholders through training, best-practice sharing, data visualization, and new automations that enhance productivity and ensure teams operate at peak efficiency.´

About you:

• You have 6+ years of relevant experience in account management, sales operations, customer success or similar roles, preferably in a global or regional environment, and previous team management experience is a plus.
• You have expertise in defining business priorities, setting targets, managing KPIs, and using data insights to improve efficiency, optimize performance metrics, and drive decision-making.
• You bring strong revenue operations experience, with a deep understanding of commercial metrics, processes, and tooling, and a strong focus on continuously improving operational efficiency.
• You demonstrate exceptional communication skills, with the ability to influence stakeholders and align central and local priorities.
• You possess strong organizational skills and can manage multiple priorities in a fast-paced, dynamic environment.
• You have a strong sense of ownership and a hands-on approach to finding solutions to business problems.
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Experience is great, but we also look for drive, intelligence, and integrity. So, even if you don't tick every box, please consider applying if you feel you're the kind of person described above

Why you'll love it here:

• Play a direct role in shaping the future of mobility.
• Impact millions of customers and partners in 600+ cities across 50+ countries.
• Work in fast-moving autonomous teams with some of the smartest people in the world.
• Accelerate your professional growth with unique career opportunities.
• Get a rewarding salary and stock option package that lets you focus on doing your best work.
• Enjoy the flexibility of working in a hybrid mode with a minimum of 3 days in the office each week to foster strong connections and teamwork.
• Take care of your physical and mental health with our wellness perks.

*Some perks may differ depending on your location and role.

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