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We’re seeking a detail-oriented and solutions-driven Operations Specialist to take ownership of B2G operations and quality in the Netherlands.

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<title>About us</title>

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Bolt is one of the fastest-growing tech companies in Europe and Africa, with over 200 million customers in 50+ countries. We’re a global team of more than 100 nationalities joined on a common mission – to make cities for people, not cars. And we need you to make it happen!

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<title>About the role</title>

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The Operations Specialist, with focus on B2G Operations & Quality, is the day-to-day operational owner of Bolt's B2G transport program in the Netherlands. The role ensures reliable delivery of pupil transport routes dispatched covering driver management, route quality, SLA compliance, and partner liaison. Working closely with the B2G NL program lead, the primary objective is to launch, scale and optimize the programme.

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Your daily adventures will include:<bulletpoints>

<point>Monitor all active B2G routes daily: ensure drivers are online and on-time for school and social care trips; proactively chase drivers who have not confirmed their start within the required window.</point>
<point>Triage inbound schedule mutations (absent pupils, route changes, new students, pickup-time deviations) and communicate updates to the relevant drivers in a timely manner.</point>
<point>Coordinate backup driver deployment when a primary driver fails to start a trip; liaise with Partners dispatch team on operational fallbacks.</point>
<point>Oversee the B2G customer support queue: monitor driver ticket volumes and resolution times for B2G-tagged orders; escalate unresolved issues within the agreed SLA window and flag systemic patterns to the Programme Lead.</point>
<point>Perform monthly payout and refund reconciliation for B2G routes; identify anomalies and coordinate with Finance on resolution.</point>
<point>Serve as Bolt's primary operational contact for Partners dispatch team (weekly sync); maintain a strong working relationship and ensure open issues are resolved promptly.</point>
<point>Maintain a weekly B2G operations dashboard covering trip completion rate, on-time start %, driver ticket resolution rate, and refund rate; provide inputs to the B2G P&L.</point>
<point>Build and maintain operational runbooks, driver briefing packs, escalation trees, and process documentation — creating institutional knowledge that reduces single-person dependency.</point>
<point>Support driver onboarding for new B2G routes: brief drivers on route requirements, passenger profiles (including children with disabilities), and special handling instructions.</point>
<point>Identify and escalate product gaps, tooling needs, and process inefficiencies to the Programme Lead; contribute to continuous improvement of B2G operational processes.</point>
<point>Assist in operational readiness for new route launches, tender onboarding, and partner integrations as the programme expands to new municipalities.</point>

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<gh-requirements>

<title>About you:</title>

<point>Fluent Dutch speaker — essential for driver communication and partner liaison.</point>
<point>3 years of experience in logistics, transport operations, customer operations, or a related high-volume operational role.</point>
<point>Strong organisational skills with the ability to manage multiple concurrent tasks and daily time-sensitive priorities.</point>
<point>Experience working with vulnerable-user transport (elderly, disabled, or children) is a strong advantage.</point>
<point>Proficiency in Google Sheets / Excel; comfort with operational dashboards and support tools.</point>
<point>Excellent written and verbal communication skills in English in addition to Dutch.</point>
<point>Experience in the Dutch B2G transport sector is a plus.</point>
<point>Ability to work occasionally from The Hague; early morning availability is require</point>

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Experience is great, but what we really look for is 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!
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<gh-perks>

<point>Be part of a small team shaping the future of mobility in the Netherlands</point>
<point>Work in fast-moving autonomous teams with some of the smartest people in the world</point>
<point>Accelerate your professional growth with unique career opportunities</point>
<point>Get a rewarding salary and stock option package that lets you focus on doing your best work</point>
<point>Enjoy the flexibility of working in a hybrid mode</point>
<point>Take care of your physical and mental health with our wellness perks</point>

Operations Specialist, B2G

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Bolt Technology