Senior Customer Experience Manager

We are looking for a great Senior Customer Experience Manager to join our Customer Support team. The role involves leading the end-to-end customer experience strategy for an entire business vertical or a considerable part of a larger business vertical.

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.