Operations Specialist

We are hiring for the Italian Operations Team to support the General Manager launch and grow Bolt ride-hailing vertical in Italy.  In the team, the (Senior) Operations Specialist, Driver  will own driver acquisition, engagement  and retention. The role is designed to quickly extend its scope and responsibilities over time, as the Italian market grows.  We are seeking a data-driven and passionate individual who is eager to professionally grow fast in a challenging and fast-paced environment. You will deliver results with a strong bias for action supported by the obsession for high standards and by an "invent & simplify" mindset, which will be key to launching a new business from scratch. 

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, 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 own the acquisition, engagement  and retention of drivers in existing and new cities. The role will initially cover both drivers acquired individually (B2C) and through partnerships with SMEs (B2B), i.e. fleet/taxi companies.

Main tasks and responsibilities:

• Individual drivers (B2C): Monitor and optimize the acquisition funnel, from leads to ready-to-drive drivers: own and optimize processes adopted by CS/BPO teams (incl. SOPs), be the POC of CS/BPO teams and monitor their performance
• Individual drivers (B2C): Manage the existing driver base:  be the community manager  to keep drivers active and productive (e.g. through recurring communication/ newsletters/Whatsapp groups) and own CS processes and knowledge base
• Fleet/taxi companies (B2B): Launch pilots with new partners: onboard, train, and activate new partners
• Fleet/taxi companies (B2B): Build bonds with our existing partners and be their POC to address inquiries and promptly resolve operational issues
• Fleet/taxi companies (B2B): Monitor partner KPIs (e.g. utilization, acceptance rate, ETAs, quality metrics) and implement targeted actions to drive improvements

About you:

• You have 3+ years of experience in Tech startups, Consulting, Investment Banking or other relevant high-growth and fast-paced organizations requiring some extent of  zero-to-one growth ; nice-to-have functional experience: experience in Sales/Account Management/CS management/Process improvement
• Hands-on: you are not afraid to roll up your sleeves and act fast to implement initiatives; if needed, you will  call drivers, meet fleets, and visit hubs to get ground truth—not just work behind a screen
• Self-starter: you are comfortable  with ambiguous unknown environments requiring test&learn and building from scratch; you act with a high degree of bias for action
• Data-Driven Mentality: experience getting in the weeds of data, balanced with the ability to see the big picture; Excel/Google Sheets proficiency
• Executional Excellence: ability to work and accomplish multiple tasks in parallel, deliver results in a fast-paced and ambiguous environment, while maintaining high-quality work standards
• Fluent in Italian and English

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