CS Process Program Manager

The Customer Support Process Program Manager is responsible for designing, automating, maintaining, and continuously improving the internal support processes that enable fast, scalable, and high-quality customer service for Bolt for Business.

The role translates business and policy requirements into clear operational workflows and identifies opportunities to simplify or eliminate manual work through AI and automation. It combines strategic process ownership with hands-on solution building, using workflow automation, AI tools, system integrations, and data to improve customer experience, agent efficiency, quality, and operational scalability.

Working closely with Operations, Product, Engineering, Data, Policy, Quality, and Enablement, the role takes solutions from problem identification and initial prototype through testing, rollout, adoption, performance monitoring, and continuous improvement.

• Process Design and Optimisation: Owns the end-to-end design and continuous improvement of customer support processes. Simplifies complex workflows to improve resolution time, quality, consistency, and agent productivity.
• AI and Automation Opportunity Identification: Analyses support workflows, customer pain points, operational data, and manual activities to identify where processes should be simplified, eliminated, automated through rules, or enhanced with AI.
• Hands-on Automation Building: Designs, prototypes, and tests lightweight AI-enabled workflows and automations using tools such as n8n, Claude, ChatGPT, Cowork, Cursor, or similar platforms. Uses APIs, webhooks, structured data, and basic scripting or coding where appropriate.
• Automation Lifecycle Ownership: Takes automation solutions from initial idea and business case through requirements, prototyping, testing, rollout, adoption, monitoring, and iteration. Establishes clear ownership and maintenance requirements for implemented solutions.
• AI Quality and Governance: Ensures AI-enabled solutions are accurate, secure, explainable, and appropriately monitored. Defines testing standards, exception handling, human-review requirements, access controls, and safeguards for customer and company data.
• Policy Review and Translation: Reviews inputs from verticals and business stakeholders, flags gaps or inconsistencies, and translates approved policies into scalable support workflows, system requirements, decision logic, and frontline guidance.

• You have a proven experience in customer support operations, process design, automation, or service delivery within fast-paced tech or BPO environments.
• You have a proven success designing and implementing scalable processes across multiple teams, markets, or geographies.
• You have a hands-on experience identifying automation opportunities and building AI-enabled workflows using tools such as n8n, Claude, ChatGPT, Cowork, Cursor, or similar platforms.
• You are able to independently build, test, and improve lightweight automations that connect tools, move and structure data, and reduce manual operational work.
• You have an experience taking solutions from idea to implementation, including testing, documentation, rollout, adoption, and performance monitoring.
• You have strong data-informed decision-making skills, with the ability to identify root causes, measure impact, and translate insights into action.

• 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.