3. Associate Manager, Marketplace & Refunds Optimisation

Associate Manager, Marketplace & Refunds Optimisation

Location: Tallinn, Estonia

About the role

We’re looking for an Associate Manager, Marketplace & Refunds Optimisation to join our Global Operations organisation. In this role, you’ll help define and scale how Bolt manages eater refunds and deductions across 16+ markets in Europe and Africa. You will combine data analytics, process design, and strong stakeholder management to ensure our refund processes strike the right balance between customer satisfaction, fairness, and cost efficiency — ultimately helping us reduce churn and increase re-order rates. This is a high-visibility, high-impact role working closely with multiple global functions, including CS Experience, Product, Finance, Merchant Operations, and local market teams.

Main tasks and responsibilities:

Refund Governance & Policy. Define and scale a global refund governance framework, ensuring fair, consistent, and financially sustainable policies across markets. Lead policy improvement and change-management initiatives in collaboration with central and local teams.Data Analysis & Insights. Deep-dive into refund and deduction data to understand the drivers of refund costs, post-issue churn, and automation accuracy. Maintain and improve dashboards and reports covering refund % of GMV, re-order rate after service issues, and ticket accuracy. Translate analytical findings into clear, actionable recommendations.Process & Project Management. Manage cross-functional projects focused on improving refund efficiency, fairness, accuracy, and automation. Partner with multiple global stakeholders, like CS Experience, Product, Merchant Operations and also with local teams to drive alignment and execute improvements.Stakeholder Management. Build strong, trust-based relationships with teams across HQ and local markets. Act as the domain expert for refund-related processes and tooling, ensuring operational needs are represented in product development.

About you:

4+ years of experience in Customer Experience, Strategy & Operations, Merchant Operations, Program Management, or similar roles within services, marketplaces, or tech-enabled businesses.Experience in process optimisation, operational excellence, policy management, or service recovery.Strong analytical skills with proficiency in data tools such as SQL, Looker, Tableau, or similar.Comfortable interpreting statistical results (distributions, correlations, experiments) and transforming data into business solutions.Excellent communication and stakeholder management skills, with experience collaborating across global teams.Strong organisational and project management abilities — able to lead multiple initiatives simultaneously.

Experience is great, but we also look for drive, intelligence, and integrity. So, even if you don’t tick every box, please consider applying if you feel you’re the kind of person described above!

and join us to make cities for people, not cars.

First nameLast nameEmailPhone NumberUpload your CVDrop files here to uploador choose from your deviceBrowse filesSupported formats:.pdf,.docx (max. file size 5MB)This is a hybrid role based in Tallinn. Are you currently based or willing to relocate to Tallinn, Estonia? YesNoWhat are your annual gross salary expectations in Euros?If you have LinkedIn, please share your profile URL (optional)Will you now or in the future need sponsorship for employment visa status to start or keep working with Bolt?Select an optionNo sponsorship neededSponsorship is needed nowSponsorship is needed in the futureDo you need special assistance due to disability? We are happy to provide reasonable accommodations. (optional)By responding, you consent to Bolt processing your disability data in accordance with our .Where did you hear about Bolt?Select an optionBolt careers pageLinkedInOnline adGoogle searchJob boardI was contacted by a recruiterReferred by a current employeeYouTube / Podcast / Blog featureBolt meetupEvent / career fairOtherBy ticking this box, I confirm that I have read and understand the content of the and acknowledge that my personal data will be processed as part of this application.

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