Operations Lead

Bolt is on a mission to democratize commerce. We relentlessly prioritize our retailers—putting their brands front and center while enabling frictionless shopping at any touchpoint in the customer journey. At the center of it all is our rapidly growing universal shopper network—Bolt merchants such as Revolve, Luisa via Roma, Benefit Cosmetics, Kendra Scott, Lucky Brand Jeans, and Johnny Was can access tens of millions of shoppers, offering them a best-in-class checkout.

And revolutionizing ecommerce is only half of the equation—we’re also transforming the way we work. At Bolt, we have created a work environment where people learn to drive impact, take risks and make big bets, and grow from feedback, all while feeling welcomed and accepted for who they are. Come join us on the adventure today!

About the Role

Bolt is looking for an Operations Lead to build and manage a small team of operation specialists. Working cross functionally with implementations, account management and customer support, you will not only closely support merchant onboarding but also provide technical support across the Customer Operations team. 

This is a high visibility role that requires the ability to understand the technical complexity, a keen sense for managing people, and a great ability to get stuff done.   

What You Will Be Doing

• Manage a small team of onboarding specialist and tech analyst

• Drive efficiencies by creating playbooks and repeatable processes for onboarding merchants on the Bolt platform and variety of payment networks

• Manage the largest and most critical customer on-boarding projects 

• Drive requirements with engineering teams to automate this function 

• Identify and tackle blockers to getting customers live quickly

• Communicate and align with internal and external stakeholders 

• Tackle all operational needs as they arise ensuring customer satisfaction

• Deliver speed and quality for all on-boarding projects

• Create standard operating procedures for merchant onboarding and required configurations

• Define required SLA’s for the team and formulate a plan to meet such SLA’s

• Outline and drive team OKR’s to ensure success 

What Would Set You Up For Success

• 7+ years of experience at an ecommerce, payments, or Fintech company is required. 

• An ownership mindset with the ability to drive processes is a must 

• Strong understanding of the payments space and/or experience working with Payment Facilitators(PayFacs) and Payment Service Providers(PSP’s)

• Understanding of KYC/KYB requirements to onboard customers with Payfacs and PSP’s is a plus 

• Strong understanding of APIs and SDKs. Technical background is a plus

• Previous experience working with C-level customers

• Great communication skills 

• Ideal candidates have either strong academic credentials or experience at a top employer. Consulting experience is a plus.

Please note, this is a contract-to-hire opportunity with the option to convert to full-time after 3–6 months. The estimated compensation for the contract period is a flat monthly fee of $13,190 USD (all-in, no benefits). Upon full-time conversion, the role will include RSUs and standard employee benefits.

Benefits Upon Successful Conversion to Full Time Employee:

• Comprehensive health coverage: Medical, dental and vision

• Remote-first workplace

• Time away: Minimum of 20 days guaranteed PTO, paid holidays + floating holidays, your birthday off!

• Paid parental leave

• Competitive Pay

• Retirement plans

• Virtual and in-person team & company events

In addition to our core values, Bolt is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and expression, genetic information, pregnancy and related conditions, veteran status or any other reason prohibited by law. On our mission to democratize commerce, the Bolt platform levels the playing field for everyone. As a company, we are committed to designing products, building a culture, and supporting a team that reflects the diverse population we serve (that is, everyone).