Program Manager, CS Policies

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 6dentifying the need for new policies, drafting and validating them with stakeholders, overseeing implementation, and reviewing impact over time.

• 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:
• Conduct policy needs assessments in collaboration with Local and Global Operations Teams, Legal, Risk, Ops, Product Teams and supporting CS functions.
• Timely rollout and adoption of policies, driving measurable improvements in CS and operational KPIs (e.g., CSAT, AHT, CCPO, policy costs, churn, end-user experience).
• Drive cross-functional alignment through policy formulation workshops, and ensure buy-in from key regional and global stakeholders.
• Ensure that policies are clearly communicated, accessible, and usable across CS, Operations, Legal & Privacy, Product and Automation teams.
• Develop and track policy effectiveness and impact metrics to identify risks, gaps, and areas for continuous improvement.
• Leading scheduled policy reviews.
• 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.

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

• 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.