Merchant Success Automation & Operations Manager

We are looking for a Merchant Success Automation & Operations Manager to support Bolt Food’s Commercial processes and be a key member of the HQ Merchant management team. The team’s mission is to continuously improve commercial efficiency and effectiveness by driving operational excellence, enabling cross-functional collaboration, and delivering scalable tools and processes.Location: Tallinn, Estonia

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About the role

The Merchant Success Automation & Operations Manager is responsible for maximising the productivity and commercial impact of the Account Management organisation. This role builds the technical processes, embedding automation, analytics, and AI tooling that ensure AMs focus their time on the highest-return activities. The goal is to help AMs manage larger portfolios and drive more revenue per FTE by reducing low-impact operational work and prioritising actions that increase growth, retention, and upsell.

Main tasks and responsibilities:

Redesign AM workflows to shift focus from manual admin tasks to high-impact commercial actions (upsell, reactivation, expansion).
Build AI-driven, agentic automations and workflows that help Account Managers target partners to prevent churn, drive growth opportunities, and manage renewals, reactivations, and follow-ups.
Translate business needs into scalable system requirements in collaboration with Product, Data, and Commercial teams and analyse AM workload versus ROI to eliminate low-value activities through automation.
Create automation and in-tool prompts that guide AMs to the next best action based on portfolio performance.
Lead change management to ensure process adoption and performance improvement across markets.
Main tasks and responsibilities:

About you:

Experience in account management, sales, operations, or enablement within a commercial organisation.
Strong analytical skills and proficiency with CRM and BI tools (Salesforce, Looker, e.g.).
Skilled at translating business goals into scalable automation and systems.
Experienced in driving results through cross-functional collaboration and stakeholder focus.

Experience is great, but we also look for drive, intelligence, and integrity. So, even if you don’t tick every box, please consider applying if you feel you’re the kind of person described above!

About you:

Apply now and join us to make cities for people, not cars.

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Play a direct role in shaping the future of mobility. Impact millions of customers and partners in 600+ cities across 50+ countries. Work in fast-moving autonomous teams with some of the smartest people in the world. Accelerate your professional growth with unique career opportunities.

Get a rewarding salary and stock option package that lets you focus on doing your best work. Enjoy the flexibility of working in a hybrid mode with a minimum of 3 days in the office each week to foster strong connections and teamwork. Take care of your physical and mental health with our wellness perks.

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