Excititing Career Opportunity at Bolt Ghana

By Eric Appiah

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December 14, 2025 12:06 pm

Excititing Career Opportunity at Bolt Ghana

Job Title: Customer Service Operations Manager

Company Overview

Bolt is a global leader in urban mobility, connecting millions of riders and drivers every day. In Ghana, we are at the forefront of transforming transportation. Our operations rely on a seamless, efficient, and high-quality customer experience. To support our rapid growth, we are building a team of exceptional professionals dedicated to operational excellence.

The Opportunity

We are hiring a strategic and results-driven Customer Service (CS) Operations Manager. This pivotal role oversees day-to-day customer service operations across multiple markets, ensuring alignment with our core business objectives. You will bridge high-level strategy with on-ground execution, driving efficiency, service quality, and outsourced partner performance. This position is central to scaling our operations while maintaining the superior service standards our users expect.

Key Responsibilities

You will own the operational performance and strategic development of our customer service function. Your core duties will include:

First, you will ensure strict adherence to all core KPIs, including speed, resolution rate, service quality, and cost efficiency.
You will align team-level execution with business goals, proactively identifying and eliminating process inefficiencies.
A central focus involves optimizing workflows, queue management models, and supporting continuous improvement initiatives in partnership with our Central Operations teams.
Furthermore, you will integrate quality assurance feedback loops into daily operations, ensuring consistent follow-through from both BPO partners and local teams.
You will also drive user satisfaction by continuously raising service standards and implementing best practices.
Additionally, you will collaborate with analytics teams to identify performance trends and execute targeted corrective actions.
You will manage BPO governance, overseeing partner performance for Back Office and Compliance Operations to ensure quality and compliance.
Moreover, you will lead end-to-end implementation of new initiatives, managing stakeholder relationships and ensuring seamless project delivery.
You will own resource forecasting, cost management, and budget alignment for operational activities.
Finally, you will provide direct operational and strategic support to Local Operations teams, translating their needs into scalable central solutions.

About You

The ideal candidate is a proactive leader with a robust operational background. You possess:

Proven experience in customer service operations management, preferably within a fast-paced tech or logistics environment.
Strong expertise in managing outsourced BPO partners and governing performance to meet stringent SLAs.
Excellent analytical skills with the ability to interpret data, identify trends, and make informed, data-driven decisions.
Demonstrated experience in project management, leading the end-to-end implementation of new processes or systems.
Outstanding stakeholder management and communication skills, capable of aligning cross-functional teams.
A solid understanding of workforce management (WFM), quality assurance (QA), and training principles.
A strategic mindset with a hands-on approach to problem-solving and process optimization.
The ability to manage multiple priorities across different markets in a dynamic, scaling business.

Why Join Bolt Ghana?

This is more than a management role; it is a chance to shape the customer experience for a leading mobility platform in a key growth market. You will have a significant impact, autonomy, and the opportunity to work with a talented, passionate team. We offer a competitive package and a culture that values innovation, ownership, and collaboration.

Ready to Drive Impact?

If you are a strategic operator ready to elevate customer service to new heights, we encourage you to apply. Take the next step in your career with Bolt and help us keep Ghana moving.

How to Apply for this Job Vacancy at SOS Children’s Villages Ghana

Click Here to Apply

Closing Date: 21 December 2025

NOTE:

Please be aware that employers typically receive a high volume of applications for each position and will only shortlist the most qualified candidates. Please note that NewsNowGh.com is not involved in the employer’s recruitment decisions and does not guarantee that applicants will be shortlisted or selected for any role.