Job Description
We are looking for an AI Operations Lead to join the CS Product team and oversee the operational health of Alfred, our AI support agent. This role focuses on leading a team to optimize the decision logic and feedback loops that ensure high-quality, consistent resolutions for customers worldwide.
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, age, or disability.
Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!
As an AI Operations Lead, you will oversee the end-to-end operational health of our AI support agent across all business verticals and markets. You will be responsible for building a high-performing team and a systematic operational cadence that drives continuous improvement in automation quality, coverage, and compliance. Your goal is to ensure a seamless customer experience at scale by bridging the gap between data-driven insights and cross-functional execution.
Leading a team of AI Operations Program Managers to ensure high performance and consistent quality standards across various business verticals. Monitoring performance metrics weekly to translate complex data signals into prioritized action items for both operational and technical teams. Running the operational cadence, including cross-functional syncs and sprint planning, to unblock dependencies and maintain momentum. Managing the feedback loop between customers, support agents, and business units to convert patterns into actionable system improvements. Maintaining the automation portfolio and reporting infrastructure as the single source of truth for leadership and stakeholders. Escalating critical issues or compliance blockers with clear context and recommended solutions to ensure continuous service health.
You have a strong background in leading operations or program management functions with a focus on end-to-end performance improvement. You possess a diagnostic mindset, capable of identifying whether performance shifts are due to structural processes or execution gaps. You are an effective people manager who excels at coaching teams and maintaining a high bar for excellence in high-pressure environments. You demonstrate high data literacy, using performance metrics to build compelling cases for prioritization and strategic focus. You communicate with precision, whether writing technical escalation briefs for leadership or defining clear operational standards for your team. You understand the logic of how AI systems operate, allowing you to distinguish between knowledge gaps, classification errors, and logic faults.
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!
Accelerate your professional growth with unique career opportunities. Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you. Take care of your physical and mental health with our wellness perks. Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge. Connect with colleagues at annual company events and smaller team gatherings. Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.
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