Senior Operations Specialist at Bolt

About the role

• You will be responsible for marketplace health and pricing efficiency for Bolt’s ride-hailing marketplace in Kenya. Your role will involve balancing rider experience, including pickup ETA, search coverage and cancellations, with driver earnings, supply availability and retention through data-driven pricing, category and supply interventions.
• Your role will have a direct and tangible impact through continuous improvement of the rider and driver experience by ensuring a healthy marketplace, competitive pricing and an effective balance between supply and demand.
• You will be working alongside other Operations team members and cross-functional stakeholders across Growth & Analytics, Product, Driver Growth, Driver Engagement, Riders, Fleet & Vehicles, Compliance and Customer Support. You will play a key role in translating marketplace data into actions, adapting global marketplace playbooks to Kenya’s specific dynamics and driving initiatives from analysis through to implementation.

Main tasks and responsibilities

• Own marketplace performance by monitoring core KPIs including pickup ETA, Search Coverage, Partner Acceptance Rate, Order-to-Finish Rate, Utilization and Rider Cancellation Rate, running the weekly Marketplace Health Review and translating insights into actions that improve rides and GMV.
• Design and execute pricing strategies through regular competitive price benchmarking, pricing simulations and adjustment proposals, while owning category-level pricing across Non-LTO categories, EV, motorbike/2-wheeler, CBD, short-distance pricing and category laddering.
• Improve supply quality and marketplace efficiency by managing driver-quality programmes, addressing completion and offline-trip behaviour, investigating dispatch and matching issues, and optimizing geographic polygons and search categories.
• Own competitive intelligence by monitoring competitor pricing, promotions, incentives, market share, ASP and net rates, and translating market developments into recommendations for Bolt’s pricing, incentive and marketplace strategy.
• Own marketplace reporting and performance tracking by continuously improving the Marketplace Operations Tracker, automating recurring checks, tracking driver incentive spend and ROI, and preparing weekly, monthly and quarterly marketplace performance reviews.
• Lead cross-functional marketplace initiatives from planning to execution, collaborating closely with Growth & Analytics, Product, Driver Growth, Driver Engagement, Riders, Fleet & Vehicles, Compliance, Customer Support and Central Operations, while supporting ad hoc fraud and risk investigations affecting marketplace performance.

About you

• You have 5 -7 years of experience in Operations, Consulting, Analytics, Strategy, Marketplace Operations, a start-up or another fast-paced environment with a strong quantitative component.
• You have a Bachelor's Degree or higher in Business Management, Economics, Engineering, Finance, Statistics or related fields.
• You are highly analytical and comfortable using data to diagnose marketplace challenges, identify opportunities and drive strategic and operational decision-making.
• You have strong project management skills and experience translating analysis into implemented actions, managing multiple priorities and leading cross-functional initiatives.
• You are a strong collaborator and communicator with excellent English communication skills (both verbal and written), and you are comfortable working with stakeholders across Product, Analytics, Growth and Operations.
• You demonstrate strong ownership, independence and attention to detail, with the ability to work towards ambitious goals and continuously improve and automate operational processes.

Why you’ll love it here

• 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.