Associate Manager, Marketplace & Refunds Optimisation

About Us

With over 200 million customers in 50+ 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 Role

We’re looking for an Associate Manager, Marketplace & Refunds Optimisation to join our Global Operations organisation. In this role, you’ll help define and scale how Bolt manages eater refunds and deductions across 16+ markets in Europe and Africa.

You will combine data analytics, process design, and strong stakeholder management to ensure our refund processes strike the right balance between customer satisfaction, fairness, and cost efficiency — ultimately helping us reduce churn and increase re-order rates.

This is a high-visibility, high-impact role working closely with multiple global functions, including CS Experience, Product, Finance, Merchant Operations, and local market teams.

Main tasks and responsibilities:

• Refund Governance & Policy. Define and scale a global refund governance framework, ensuring fair, consistent, and financially sustainable policies across markets. Lead policy improvement and change-management initiatives in collaboration with central and local teams.
• Data Analysis & Insights. Deep-dive into refund and deduction data to understand the drivers of refund costs, post-issue churn, and automation accuracy. Maintain and improve dashboards and reports covering refund % of GMV, re-order rate after service issues, and ticket accuracy. Translate analytical findings into clear, actionable recommendations.
• Process & Project Management. Manage cross-functional projects focused on improving refund efficiency, fairness, accuracy, and automation. Partner with multiple global stakeholders, like CS Experience, Product, Merchant Operations and also with local teams to drive alignment and execute improvements.
• Stakeholder Management. Build strong, trust-based relationships with teams across HQ and local markets. Act as the domain expert for refund-related processes and tooling, ensuring operational needs are represented in product development.
  
  
  

About you:

• 4+ years of experience in Customer Experience, Strategy & Operations, Merchant Operations, Program Management, or similar roles within services, marketplaces, or tech-enabled businesses.
• Experience in process optimisation, operational excellence, policy management, or service recovery.
• Strong analytical skills with proficiency in data tools such as SQL, Looker, Tableau, or similar.
• Comfortable interpreting statistical results (distributions, correlations, experiments) and transforming data into business solutions.
• Excellent communication and stakeholder management skills, with experience collaborating across global teams.
• Strong organisational and project management abilities — able to lead multiple initiatives simultaneously.
  
  
  

Experience is great, but we also look for 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!

Why you’ll love it here:

• Play a direct role in shaping the future of mobility.
• Impact millions of customers and partners in 600+ cities across 50+ countries.
• Work in fast-moving autonomous teams with some of the smartest people in the world.
• Accelerate your professional growth with unique career opportunities.
• Get a rewarding salary and stock option package that lets you focus on doing your best work.
• Enjoy the flexibility of working in a hybrid mode with a minimum of 3 days in the office each week to foster strong connections and teamwork.
• Take care of your physical and mental health with our wellness perks.
• Some perks may differ depending on your location and role.