AI Operations Lead, CS Product

About the role

Bolt is looking for an AI Operations Lead for its CS Product, responsible for end-to-end automation performance for a defined vertical and persona. The role focuses on improving the AI support agent's Automation Resolution Rate by finding why automations fail and turning those insights into measurable improvements. It sits at the intersection of AI systems and operations, working closely with Product, Engineering, Legal, Compliance and vertical teams. The role can be based in Warsaw or Tallinn; relocation support is only offered for candidates moving to Tallinn.

Key responsibilities

• Monitor AI agent performance across verticals and markets using automation coverage, success rates, escalation patterns and quality signals, and prioritise improvement opportunities.
• Run the AI Operations cadence, coordinate Program Managers, track actions to completion, surface cross-functional blockers and feed operational priorities to Product and Engineering.
• Own the issue-level automation portfolio and reporting framework, covering coverage, performance, blockers, ownership, next actions and quality trends.
• Define consistent standards for effective customer resolutions that inform AI evaluations, routine quality and acceptance criteria.
• Turn patterns from customers, CS agents and vertical teams into improvement requests, coordinating initiatives on knowledge content, policies, compliance, BPO quality and operational processes.
• Develop AI Operations Program Managers by setting working standards, improving escalation and root-cause practices and building team capability.

Required profile

• Experience in operations, programme management or product operations, with a track record of managing teams and delivering performance improvement programmes.
• Ability to approach performance problems systematically and to coordinate complex programmes across Product, Engineering, Legal, BPO and business teams.
• Familiarity with how AI systems fail, distinguishing classification errors, knowledge gaps and logic faults.
• Comfortable using performance metrics to prioritise work, measure progress and communicate operational health to stakeholders and leadership.
• Clear written communication and experience managing and developing people in fast-moving environments.

What we offer

• A competitive salary and stock options.
• Wellness perks and a 1-month paid sabbatical after 5 years.
• Hybrid model with at least 12 monthly in-office days.
• Annual company events and team gatherings.