Customer Support Process Program Manager

Bolt is seeking a Strategic Process Designer to architect internal support processes that elevate customer experience. This central role involves designing and implementing scalable processes across multiple support teams and geographies while bridging business policies with frontline operations.

• Designing and Implementing Scalable Processes: Architect and deploy robust, efficient processes across multiple support teams and geographies, ensuring they meet the demands of a rapidly growing business.
• Bridging Business & Frontline Operations: Translate high-level business and product policies into actionable, agent-friendly support workflows that deliver seamless customer journeys.
• Driving Continuous Improvement: Proactively identify inefficiencies, conduct root cause analysis, and implement data-informed solutions to enhance agent productivity, resolution times, and overall support effectiveness.
• Collaborating Cross-Functionally: Work closely with Product, Operations, Policy, Enablement, and Data teams to align on shared goals and drive process adoption.
• Manage the Process Lifecycle: Oversee processes from initial intake and design through to rollout, adoption, and ongoing iteration.

• Experience: 5-7 years in customer support operations, process design, or service delivery roles, preferably in fast-paced tech or BPO environments.
• Process Mastery: Proven success in designing and implementing scalable processes, with strong knowledge of process documentation, workflow design, and change management.
• Analytical Acumen: Exceptional analytical and problem-solving skills, capable of root cause analysis and interpreting operational metrics.
• Collaborative Spirit: Ability to work effectively with cross-functional teams, align stakeholders, and influence without direct authority.
• Communication Skills: Excellent written and verbal communication, able to simplify complex topics for diverse audiences.
• Customer-Centric Mindset: Approach process design with empathy for agents and customers, prioritizing efficiency, quality, and satisfaction.