Senior Customer Experience Manager

We are looking for a great Senior Customer Experience Manager to join our Customer Support team. As the key bridge between the vertical’s leadership and Customer Support, this person influences strategy, is accountable for performance, and drives improvements that directly impact satisfaction, safety, and operational excellence.

Requirements

• 7+ years of experience in Customer Experience, Operations, Strategy, or similar roles, ideally in a fast-paced, multi-market environment.
• Proven ability to solve complex customer and operational problems, using structured thinking, data, and cross-functional collaboration.
• Strong experience leading end-to-end CX programs or owning customer experience outcomes for a business vertical or region.
• Demonstrated success in influencing senior stakeholders, driving alignment, and shaping policies, processes, and customer journeys.
• Experience managing managers or senior specialists, with a track record of developing high-performing teams.
• Comfortable using data and insights to prioritise, diagnose root causes, and design improvements with measurable impact.
• Strong communication and storytelling skills—able to simplify complexity and drive action across Product, Ops, Safety, and Policy teams.
• Consultancy experience (internal or external) is a strong plus, especially in problem solving, structured thinking, and change leadership.
• Customer-obsessed mindset, high ownership, and ability to navigate ambiguity while delivering outcomes across quality, speed, cost, and experience.

Benefits

• 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.