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We are looking for a Senior Manager of Merchant Lifecycle Operations, Global to join Bolt Food's Central Operations team on our journey to discover and drive performance improvements all over our markets throughout Europe and Africa and work both with local and HQ teams to achieve our food & grocery delivery goals.
The Central Operations team consists of individuals from all over the world who are closely working together on building the foundations for us to scale our operation globally across the following functions: Sales Operations, Account Management, Merchant Operations, Strategic Partnerships and Courier Operations.
You will be helping us build Bolt Food's Merchant Operations function but also supporting and strongly collaborating with other areas in a very dynamic environment. As a Senior Manager of Merchant Lifecycle Operations, Global you will be building, monitoring, and improving the platforms' onboarding, early lifecycle and offboarding processes for merchants globally (restaurants, groceries, and more).

We expect you to be a genuine and proactive team player as you will need to embrace ambiguity at a global scale and approach business challenges in a data-driven and structured manner. It is key to have great attention to detail and the ability to manage multiple projects and stakeholders at once, with strong prioritization skills.

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• <point>Stakeholders management. You will closely work with the HQ team (Sales, Operations, Product, Marketing) and local Merchant Operations teams to resolve the most challenging issues in our platform's Lifecycle Management process.</point>


• <point>Own key operational metrics. Time to onboard, days to live, time to first order, tickets per merchant, first 30 days' merchant performance, time to offboard- these and other metrics define success of our Lifecycle process and overall marketplace business. You will be responsible for finding the best solutions to improve overall performance and deploy them globally!</point>


• <point>Performance management. Own key performance management metrics (efficiency, accuracy. productivity, timing) for all Merchant Operations teams worldwide to ensure scalable operations.</point>


• <point>Scale and improve workflows. You will review current lifecycle management processes & SOPs and will define new workflows that are more scalable and will boost efficiency of local teams. Some of these topics should include automated tools, performance audits, analytical reports and dashboards, and performance improvement projects at global scale.</point>


• <point>Training & Knowledge Sharing. Train and constantly share best practices and new strategies with local teams, to improve Lifecycle processes and experience in the platform.</point>

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<gh-requirements>
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• <point>Bachelor/Master's degree in Business Administration or related field.</point>


• <point>4+ years of previous relevant experience in operations, sales operations, consultancy or analytics.</point>


• <point>Experience managing teams is highly desirable.</point>


• <point>Experience in Data Analytics, Project Management, HTML or SQL/Python is a plus!</point>


• <point>You are an analytical thinker who loves to solve problems (advanced Excel skills are a must).</point>


• <point>Be an owner and proactively find solutions to business problems.</point>


• <point>You are organised. You deliver stuff on time & handle stress well.</point>


• <point>You are social. You can easily network with people of all backgrounds.</point>


• <point>Excellent communication & written skills in English.</point>


• <point>Must be willing to travel across different markets throughout Europe & Africa and preferably relocate to Estonia.</point>

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