We're looking for a passionate Senior Product Manager to lead the development and execution of the product vision, strategy and roadmap for AI/automated Support. Your team will build a ground-breaking agentic AI, automated workflows & orchestration to human support that best serves our customers and maximises the business impact for Bolt. 

Your goal is to create exceptional products that meet both user and business needs. As a Senior Product Manager, you'll help shape the perception of Bolt by the lens of reactive & proactive support.

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

You will lead a cross-functional team to leverage AI/automated flows in customer support.  You will own an end-to-end vision, strategy and roadmap that meets operational and business needs, set P&L targets and measure the impact of your area. You will identify business opportunities, understand user expectations & their gaps. You’ll manage the feedback loop from quality assurance, user feedback and operational feedback and make sure automated support is constantly improving.

You’ll understand trade-offs between AI solutions in terms of business & user impact and are able to make knowledgeable bets. 

You will partner with customer support operations, business operations as well with our other product teams in the group and influence other product teams across Bolt's businesses (rides, delivery, rentals, etc.). You strive for scale but keep flexibility to support all business verticals and local nuances.

Your deep technical and automation knowledge, exceptional ability to optimise business processes, laser-sharp focus on users, track record of building world-class enterprise solutions, and ability to align with cross-domain and cross-functional stakeholders will be key to your success in this role. 

You will be actively involved in shaping Bolt's growing mobility ecosystem! Are you ready to make a global impact? Join us!

Main tasks and responsibilities:

• Discover opportunities to suggest improvements to the whole customer support & related functions by leveraging AI/automations.
• Define product strategy and roadmap in partnership with operational goals and align needs across all business units.
• Serve as the primary point of contact for product-related AI & automation matters, providing regular updates to operations and business stakeholders.
• Initiative & foster quality feedback loop for AI/automations, draw conclusions and build improvements together with support operations, product leads, engineering and data science team.
• Prioritize features and enhancements based on a deep understanding of operational needs, customer needs and data analysis.
• Lead and facilitate AI/Automated support development processes.

About you:

• You're an experienced product manager, preferably at a top tech company where you've proven your ability to drive business growth & customer experience.
• You have relevant experience in leading a product related to machine learning or natural language processing (NLP) applications in consumer facing operational and/or support space.
• You've successfully launched customer support and/or agentic AI products in a similar space at a scale of millions of user transactions.
• You have a strong understanding of user needs and expertise in collaborative systems, user experience, or usability in highly automated, high-volume task environments.
• You have exceptional communication and collaboration skills to work with our cross-functional teams and influence stakeholders, and you are fluent in English.
• Ability to make informed and strategic decisions using both data and judgment, with a focus on delivering exceptional customer experiences.

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!

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 2 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.

#LI-Hybrid