Senior Engineering Manager

Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries.

From ride-hailing and food delivery to scooters, e-bikes, and car-sharing, Bolt helps people move through cities every day. Small, autonomous teams drive this work, combining the speed and ownership of a startup with the scale of a global technology company backed by more than €1bn in funding.

And we're just getting started.

About the role

We are looking for a Senior Engineering Manager to lead the engineering organisation behind Bolt's Customer Support experience, with a special focus on AI Automations. Customer Support is where people come when something has already gone wrong for them, and your group owns how that goes: the in-app support journey, the tooling our support agents work in, the knowledge systems behind it, and the AI automations that resolve issues end to end. Our agentic setup already resolves the majority of incoming issues on its own. What is left is the hard tail, and closing it without ever trading away fair outcomes for customers is the core of this job. You will lead this through a team of engineering managers, own the technical direction of the group, and work as a peer to the CS organisation, Product, Analytics and Design. If you have built real AI systems and want that work to land in front of 200 million customers, this role will suit you.

Main tasks and responsibilities

• Leading and growing a group of engineering managers and senior engineers, owning hiring, performance, and career growth across a team of roughly 25 to 30 people. This is a cross-functional team of back-end engineers, full-stack engineers, and machine learning engineers.

• Setting the technical direction of the group, from agent orchestration and evaluation to the knowledge systems and the tooling our human support agents work in every day.

• Pushing automation rates up aggressively while holding the quality bar, defining the guardrails that keep resolutions fair and the metrics that tell you when you have gone too far.

• Partnering as an equal with CS, Product, Analytics, and Design, and taking DRI ownership of the complex cross-functional initiatives that span engineering and operations.

About you

• You have led engineering managers, not only engineers, for several years, in an organisation of comparable scale and complexity.

• You have built and shipped AI systems in production: agentic tooling, chatbots, RAG and knowledge pipelines, or in-house AI platforms. You can talk about what broke as readily as what launched.

• You set technical direction through architecture reviews, principles, tech leads and guardrails, and you hold a technical view of your own that you will defend.

• You are comfortable with evaluation methodology and data-driven about whether an AI system is actually working, and you can explain what automation is worth in business terms to people who do not build it.

Why you’ll love it here

• Accelerate your professional growth with unique career opportunities.

• Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.

• Take care of your physical and mental health with our wellness perks.

• Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.

• Connect with colleagues at annual company events and smaller team gatherings.

• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.