Senior Operations Specialist

Role Overview

This role sits at the centre of Bolt’s ride-hailing marketplace in Kenya, where you will be accountable for keeping supply and demand in balance while ensuring prices stay competitive for riders and earnings remain attractive for drivers. Day to day, you will monitor marketplace metrics, diagnose performance gaps, launch pricing and supply-side interventions, and work closely with operations, product, analytics, and growth teams to turn data into tangible improvements. Your decisions will directly shape pickup times, rider cancellations, driver utilisation, and overall marketplace health across Kenya.

Key Responsibilities

• Own the performance of the local marketplace by tracking core metrics such as pickup ETA, search coverage, partner acceptance rate, order-to-finish rate, utilisation, and rider cancellation rate, and by leading the weekly Marketplace Health Review.
• Develop and implement pricing strategies across key categories, including non-LTO products, electric vehicles, motorbikes and two-wheelers, CBD trips, and short-distance rides, using competitor benchmarks, pricing simulations, and data-backed adjustment proposals.
• Improve supply quality by running driver-quality programmes, tackling incomplete trips and offline behaviour, investigating dispatch and matching issues, and refining geographic polygons and search categories.
• Monitor competitive activity, including pricing, promotions, incentives, market share, average selling price, and net rates, then translate those insights into recommended changes for Bolt’s pricing, incentives, and marketplace approach.
• Own all marketplace reporting and tracking, continuously upgrading the Marketplace Operations Tracker, automating recurring analyses, and measuring the ROI of driver incentive spend in weekly, monthly, and quarterly reviews.
• Lead cross-functional marketplace projects from initial analysis through to execution, partnering with teams across Growth & Analytics, Product, Driver Growth, Driver Engagement, Riders, Fleet & Vehicles, Compliance, Customer Support, and Central Operations.
• Support ad hoc fraud and risk investigations that affect marketplace performance and contribute to protecting the integrity of supply and demand.

Requirements & Qualifications

• Five to seven years of experience in operations, consulting, analytics, strategy, marketplace operations, or another fast-paced environment with a strong quantitative focus.
• A bachelor’s degree or higher in business management, economics, engineering, finance, statistics, or a related discipline.
• Strong analytical skills, with the ability to use data to identify marketplace problems, spot opportunities, and support strategic and operational decisions.
• Proven project management experience, including turning analysis into executed actions, juggling multiple priorities, and driving cross-functional initiatives.
• Excellent communication and collaboration skills in English, both written and verbal, with confidence working alongside product, analytics, growth, and operations stakeholders.
• A high level of ownership, independence, and attention to detail, plus the drive to meet ambitious targets and continuously improve and automate operational workflows.

What We Offer / Why Join

This role offers strong professional growth opportunities within a fast-moving mobility business. Bolt provides a competitive salary and stock options, wellness perks that support your physical and mental health, a one-month paid sabbatical after five years, and a hybrid working model that includes at least 12 in-office days per month. You will also have access to annual company events and smaller team gatherings, helping you stay connected while doing work that directly shapes the experience of riders and drivers in Kenya.