Senior Operations Specialist

Bolt is a leading European mobility platform that offers ride-hailing, micromobility, and food delivery services.

The Senior Operations Specialist will be crucial in maintaining the health and efficiency of Bolt's ride-hailing marketplace in Kenya. This involves balancing rider satisfaction, including factors like pickup times, search coverage, and cancellation rates, with driver income, supply availability, and retention. The role achieves this through strategic pricing, category management, and supply interventions, all driven by data analysis. The specialist will work collaboratively with various cross-functional teams, translating marketplace data into actionable strategies and adapting global playbooks to suit Kenya's unique market dynamics, from analysis to implementation.

1. Monitor core marketplace KPIs such as pickup ETA, search coverage, partner acceptance rate, and utilization, leading weekly marketplace health reviews and converting insights into actions to boost rides and Gross Merchandise Value (GMV).
2. Develop and implement pricing strategies by conducting competitive price benchmarking, running simulations, proposing adjustments, and managing category-specific pricing for various services like Non-LTO, EV, motorbike, CBD, and short-distance rides.
3. Enhance supply quality and marketplace efficiency through driver-quality programs, addressing completion and offline trip behaviors, investigating dispatch and matching issues, and optimizing geographic polygons and search categories.
4. Conduct competitive intelligence by tracking competitor pricing, promotions, incentives, market share, average selling price (ASP), and net rates, then providing recommendations for Bolt's pricing, incentive, and marketplace strategies.
5. Manage marketplace reporting and performance tracking by continuously improving the Marketplace Operations Tracker, automating routine checks, monitoring driver incentive spend and ROI, and preparing regular performance reviews.
6. Lead cross-functional marketplace initiatives from planning to execution, collaborating with various internal teams, and supporting ad hoc investigations related to fraud and risk impacting marketplace performance.

1. Possess 5-7 years of experience in operations, consulting, analytics, strategy, marketplace operations, or a fast-paced startup environment with a strong quantitative focus.
2. Hold a Bachelor’s Degree or higher in Business Management, Economics, Engineering, Finance, Statistics, or a related field.
3. Demonstrate strong analytical skills, comfortable using data to diagnose challenges, identify opportunities, and inform strategic and operational decisions.
4. Exhibit strong project management skills, with experience translating analysis into implemented actions, managing multiple priorities, and leading cross-functional initiatives.
5. Be a strong collaborator and communicator with excellent verbal and written English skills, comfortable working with diverse stakeholders across product, analytics, growth, and operations.
6. Show strong ownership, independence, and attention to detail, capable of working towards ambitious goals and continuously improving and automating operational processes.