Customer Experience Program Manager
We’re looking for a Customer Experience Program Manager to bring the voice of the customer closer to how Bolt operates in the region. In this role, you’ll act as the key bridge between our business verticals and support organisation - owning performance, driving improvements, and making sure every local customer interaction reflects Bolt’s high standards.
Location: Lisbon, Portugal | Tallinn, Estonia | Warsaw, PolandView all roles
About the role
As a Customer Experience Program Manager, you’ll own the customer support experience for your vertical across a region. You’ll partner with regional and country teams to drive performance, align on policies and processes, and make sure support is always ready for launches, campaigns, and unexpected surprises. You’ll surface insights, lead reviews, and bring the customer perspective into every decision.
What you can expect
Main tasks and responsibilities:
Regional Relationship Management - Connecting regularly with Regional Managers and General Managers to align on customer experience priorities and performance.
Business Reviews & Reporting - Owning all recurring business reviews at the regional and market level, including preparation of performance scorecards, insights, and reporting.
Performance Ownership - Being accountable for performance across key metrics (CSAT, resolution time, FCR, escalation rate) within the assigned vertical region.
Policy & Process Alignment - Collecting feedback on customer-facing policies from local vertical teams and aligning with global policy and process direction.
Voice of the Customer - Escalating customer feedback, operational pain points, and emerging trends to global CX and vertical leadership, as well as partnering with Insights, policy, and operations teams to ensure feedback drives meaningful change.
Operational Execution - Coordinating cross-functional readiness for launches, campaigns, and high-impact events within the region.
What we expect
About you:
Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!
You care deeply about customer experience and want to remove friction at every level.
You have 3–5+ years of experience in CX, operations, or support.
You know how to turn insight into action and bring teams along with you.
You’re confident working with regional business leaders, CS functions, and product teams.
You’re organised and structured - able to juggle business reviews, feedback loops, and go-lives.
You communicate clearly, manage stakeholders well, and thrive in a cross-functional environment.
Apply now and join us to make cities for people, not cars.
Become part of our Customer Support team
Why you’ll love it here:
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 2 days in the office each week to foster strong connections and teamwork.
Take care of your physical and mental health with our wellness perks.
*Some perks may differ depending on your location.About us
We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!
