Your space-enabled career begins here

The primary objective of this role is to lead the development, governance, and lifecycle management of policies (Customer Support and business) across our global operations.

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

The Program Manager - CS Policies plays a pivotal role in ensuring our policy frameworks are robust, scalable, user-centric, and compliant with legal and operational standards. This individual will be responsible for building and maintaining high-quality, clearly articulated policies that empower CS agents (in-house and outsourced), drive consistency, mitigate risk and enable better decision-making across the organisation. They will manage the end-to-end policy lifecycle—identifying the need for new policies, drafting and validating them with stakeholders, overseeing implementation, and reviewing impact over time.

This role requires a strategic thinker with exceptional communication and stakeholder management skills, as well as a strong understanding of policy governance, program management, and measurement & evaluation.

Main tasks and responsibilities:

• Lead the development and maintenance of CS policies across the Rides vertical, ensuring alignment with company goals, legal requirements and operational standards.
• Build and manage a centralised policy management & governance framework that supports consistency, accountability, and operational efficiency globally.
• Manage the full policy development lifecycle end-to-end.
• Coordinate with Legal, Risk, and Privacy to ensure policies are externally defensible and compliant with evolving regulatory standards.
• Own the governance model of policy documentation, ensuring a clear audit trail, version control, and review cycles.
• Own and manage the programmatic delivery of key product and process improvements that will enable better policy delivery and/or user service experience.
  
  
  

About you:

• 5+ years of experience in program management, policy development, governance, operations, or legal/compliance roles.
• Demonstrated experience creating and managing internal policy frameworks in a fast-paced, global environment.
• Strong analytical mindset with experience using data to drive policy decisions and measure effectiveness.
• Proven track record in cross-functional stakeholder management and policy implementation at scale.
• Exceptional written and verbal communication skills in English; other languages are a plus.
• Proficiency in project management tools (Jira, Asana, Confluence, etc.) and documentation tools (Google Workspace, Notion, etc.)
  
  
  

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.