AI Operations Lead, CS Product

Job Description

You will own end-to-end automation performance for a defined vertical and persona at Bolt, taking accountability for how effectively Bolt's AI support agent resolves customer issues. Your focus will be on continuously improving Automation Resolution Rate by identifying why automations fail and turning those insights into measurable improvements.

Working at the intersection of AI systems and operations, you will define what effective resolution looks like, build and maintain the routines that guide Alfred's responses, and improve the quality of the knowledge and data available to the AI. You will work closely with Product, Engineering, Legal, Compliance, and vertical teams to turn escalation patterns and evaluation results into concrete improvements that can be deployed and measured.

Location:This role can be based in Warsaw or Tallinn. However, relocation support is only provided for candidates moving to Tallinn, Estonia.

• Monitor AI agent performance across verticals and markets, using automation coverage, success rates, escalation patterns, and quality signals to identify and prioritise improvement opportunities.
• Run the AI Operations cadence, coordinating Program Managers, tracking actions through completion, surfacing cross-functional blockers, and translating operational priorities into clear input for Product and Engineering.
• Own the issue-level automation portfolio and reporting framework, maintaining clear visibility into coverage, performance, blockers, ownership, next actions, and quality trends.
• Define consistent standards for effective customer resolutions across issue types, ensuring they inform AI evaluations, routine quality, and acceptance criteria for improvements.
• Turn patterns from customers, CS agents, and vertical teams into actionable improvement requests, while coordinating cross-functional initiatives spanning knowledge content, policies, compliance, BPO quality, and operational processes.
• Develop AI Operations Program Managers by establishing clear working standards, improving escalation and root-cause practices, and building the team's capabilities as the function scales.

Requirements

• You have experience in operations, programme management, or product operations, with a track record of managing teams and delivering performance improvement programmes from definition through execution.
• You approach performance problems systematically, identifying whether the underlying cause comes from processes, coverage, tooling, prioritization, quality standards, or execution.
• You have experience coordinating complex programmes across stakeholders such as Product, Engineering, Legal, BPO, and business teams, turning multiple inputs into clear priorities and actions.
• You are familiar with how AI systems can fail and can distinguish between areas such as classification errors, knowledge gaps, and logic faults to identify the appropriate path to improvement.
• You are comfortable using performance metrics to prioritise work, measure progress, identify trends, and communicate operational health to stakeholders and leadership.
• You communicate clearly in writing and bring experience managing and developing people, establishing effective standards and helping teams perform consistently in fast-moving and evolving environments.

Company offers

• 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.