Senior Operations Specialist

Bolt, previously known as Taxify, is the leading European transportation platform providing ride-hailing and scooter sharing services. The company’s mission is to make urban travel easier, quicker and more reliable

Senior Operations Specialist

About the role

• You will be responsible for marketplace health and pricing efficiency for Bolt’s ride-hailing marketplace in Kenya. Your role will involve balancing rider experience, including pickup ETA, search coverage and cancellations, with driver earnings, supply availability and retention through data-driven pricing, category and supply interventions.

• Your role will have a direct and tangible impact through continuous improvement of the rider and driver experience by ensuring a healthy marketplace, competitive pricing and an effective balance between supply and demand.

• You will be working alongside other Operations team members and cross-functional stakeholders across Growth & Analytics, Product, Driver Growth, Driver Engagement, Riders, Fleet & Vehicles, Compliance and Customer Support. You will play a key role in translating marketplace data into actions, adapting global marketplace playbooks to Kenya’s specific dynamics and driving initiatives from analysis through to implementation.

Main tasks and responsibilities

• Own marketplace performance by monitoring core KPIs including pickup ETA, Search Coverage, Partner Acceptance Rate, Order-to-Finish Rate, Utilization and Rider Cancellation Rate, running the weekly Marketplace Health Review and translating insights into actions that improve rides and GMV.

• Design and execute pricing strategies through regular competitive price benchmarking, pricing simulations and adjustment proposals, while owning category-level pricing across Non-LTO categories, EV, motorbike/2-wheeler, CBD, short-distance pricing and category laddering.

• Improve supply quality and marketplace efficiency by managing driver-quality programmes, addressing completion and offline-trip behaviour, investigating dispatch and matching issues, and optimizing geographic polygons and search categories.

• Own competitive intelligence by monitoring competitor pricing, promotions, incentives, market share, ASP and net rates, and translating market developments into recommendations for Bolt’s pricing, incentive and marketplace strategy.