Senior Operations Specialist

About the role

As a Senior Operations Specialist you will own the health and pricing efficiency of Bolt’s ride‑hailing marketplace in Kenya. You will balance rider experience – such as pickup ETA, search coverage and cancellations – with driver earnings, supply availability and retention, using data‑driven pricing and supply interventions.

Key responsibilities

• Monitor core marketplace KPIs (pickup ETA, search coverage, partner acceptance rate, order‑to‑finish rate, utilization, rider cancellation rate) and run weekly Marketplace Health Reviews.
• Design and execute pricing strategies, including competitive benchmarking, pricing simulations, and adjustments across categories (Non‑LTO, EV, motorbike, CBD, short‑distance).
• Improve supply quality by managing driver‑quality programmes, addressing offline‑trip behaviour, and optimizing geographic polygons and search categories.
• Gather competitive intelligence on pricing, promotions, incentives, market share, ASP and net revenue.
• Translate marketplace data into actionable initiatives and adapt global playbooks to Kenya’s market dynamics.

Required profile

• Senior‑level experience in operations or marketplace management.
• Strong analytical mindset with the ability to turn data insights into concrete actions.
• Ability to work cross‑functionally with Growth, Analytics, Product, Driver Growth, Compliance and Customer Support teams.

Required skills