Operations Specialist at Bolt
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Nairobi, Kenya
Job summary
Operations Specialist at Bolt
About this role
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Marketplace Operations & Pricing Role – Kenya
About the Role
Take ownership of marketplace health and pricing effectiveness for Bolt’s ride-hailing operations in Kenya.
Balance the rider experience, including pickup times, search coverage and cancellation levels, with driver earnings, supply availability and driver retention.
Use marketplace data to identify opportunities and implement measures that improve supply-demand balance, pricing competitiveness and the overall experience for both riders and drivers.
Work closely with teams across Operations, Growth & Analytics, Product, Driver Growth, Driver Engagement, Riders, Fleet & Vehicles, Compliance, Customer Support and Central Operations.
Turn marketplace insights into practical actions, tailor global marketplace approaches to Kenya’s operating environment and oversee initiatives from analysis through implementation.
Main Responsibilities
Marketplace Performance
Monitor key marketplace indicators such as pickup ETA, Search Coverage, Partner Acceptance Rate, Order-to-Finish Rate, Utilization and Rider Cancellation Rate.
Lead the weekly Marketplace Health Review and convert performance insights into actions aimed at improving ride volumes and GMV.
Identify marketplace issues and opportunities through regular analysis of operational data.
Pricing and Category Management
Develop and implement pricing approaches based on competitor price comparisons, pricing simulations and recommended adjustments.
Manage category-level pricing across Non-LTO categories, EV, motorbike/2-wheeler, CBD, short-distance pricing and category laddering.
Continuously assess pricing performance to maintain competitiveness and marketplace efficiency.
Supply Quality and Marketplace Efficiency
Manage programmes designed to improve driver quality and supply performance.
Investigate completion issues, offline-trip behaviour and dispatch or driver-rider matching challenges.
Optimize geographic polygons and search categories to improve marketplace efficiency and supply utilization.
Competitive Intelligence
Track competitor pricing, promotional activity, driver incentives, market share, ASP and net rates.
Assess market changes and turn competitive intelligence into recommendations for Bolt’s pricing, incentive and marketplace strategies.
Reporting and Performance Management
Maintain and continuously enhance the Marketplace Operations Tracker.
Automate recurring marketplace checks and reporting processes where possible.
Monitor driver incentive expenditure and assess return on investment.
Prepare weekly, monthly and quarterly marketplace performance reviews and reports.
Cross-Functional Projects
Lead marketplace projects from initial planning through execution and implementation.
Collaborate with Growth & Analytics, Product, Driver Growth, Driver Engagement, Riders, Fleet & Vehicles, Compliance, Customer Support and Central Operations.
Assist with ad hoc fraud and risk investigations that may affect marketplace performance.
Requirements
5–7 years of experience in Operations, Consulting, Analytics, Strategy, Marketplace Operations, a startup environment or another fast-moving role involving significant quantitative analysis.
Bachelor’s degree or higher in Business Management, Economics, Engineering, Finance, Statistics or a related discipline.
Strong analytical capability and confidence working with data to investigate marketplace problems, uncover opportunities and support strategic and operational decisions.
Strong project management abilities, including experience turning analytical findings into practical actions and leading cross-functional initiatives.
Ability to manage multiple priorities while delivering projects effectively.
Excellent collaboration and communication skills, with strong written and spoken English.
Comfortable working with stakeholders across Product, Analytics, Growth and Operations functions.
High level of ownership, independence and attention to detail.
Ability to work toward ambitious targets and continuously improve, streamline and automate operational processes.
Why Join Bolt
Access opportunities designed to support your professional development and career progression.
Receive a competitive salary and stock options, allowing you to benefit from the company’s success.
Access wellness benefits that support physical and mental well-being.
Mark your fifth year at Bolt with a one-month paid sabbatical.
Participate in annual company events and smaller team gatherings that encourage connection with colleagues.
Work through a hybrid model that combines flexibility with in-person collaboration, including a minimum of 12 days in the office each month.