Job Description

We are looking for an experienced Outsourcing Operations Lead to oversee and own all aspects of outsourced operations, leading the delivery and performance of our Outsourcing partners.Customer SupportJohannesburg, South Africa | Tallinn, Estonia | Bucharest, Romania | Warsaw, Poland | Nairobi, KenyaAbout usWith over 150 million customers in 45+ 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, national origin, 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 roleYour daily adventures will include:Define and achieve KPIs (primary and supporting) and measures and proactively monitor Outsource partner's performance across markets and ensure credible and timely action plans and execution to meet goalsManaging one or more Outsource partners to engage effectively and deliver against their contractual commitments (Contractual management experience is a plus)Define and execute processes to support successful Outsource partners ramp ups/downs and transitions to achieve goals consistentlyIdentify, design and implement new theories, concepts, principles, and methodologies to improve Outsource partner's accountability and resultsProactively narrate causes of all target KPIs and action plans to stakeholdersIdentify and remove roadblocks to success outside of Outsource partner's controlExecute and continually improve all Bolt/Outsource partner's processes eg forecast, scheduling etcContribute to peer success through collaboration, creativity and giving critical constructive feedbackBuild and maintain transparent and productive relationships with business stakeholdersBuild close working partnerships with Outsourcing teams to enable supplier accountability, collaborative approach and successful Outsourcing solutions for BoltAbout you:You successfully led and achieved results in large global teams across multiple markets and products with accountability for market growth, customer experience, quality and efficiencyYou have good negotiation skills - influencing senior stakeholdersYou are a clear communicator (both verbal and written) in EnglishYou are data-driven with excellent analytical and spreadsheet skillsYou are a team player and strong interpersonal skills managing internal and external partner relationshipsYou have 2+ years of Experience managing multiple Outsource SuppliersRides industry experience is a plusExperience 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 if you feel you're the kind of person described above!Become part of our Customer Support teamOur Support teams are essential in improving our offering as they're at the forefront of communicating with customers and collecting feedback. Our Customer Support team is responsible for answering customer questions, finding solutions, and ensuring customers have a positive Bolt experience.

Bolt