Agentic Program Manager

About the role

Bolt is looking for an Agentic Program Manager to design and ship agentic resolution programs that turn its support assistant's instant resolutions into multi-step cases handled by agents. The role owns a portfolio of resolution programs end to end: the intent families, the policies they execute, the tools they call, the evaluations they must pass and the metrics they move. It works with the automation engineering team, the policy and economics leads, and Quality and Evals.

Key responsibilities

• Own a set of contact intents from first analysis to full automation: define resolution logic from policy, specify tool actions and guardrails, and write acceptance tests.
• Design bounded autonomy: what the agent may decide, what it must escalate, how a fair refusal is explained and how an appeal is routed.
• Run the experiment and release cycle with the automation team: A/B tests, shadow modes, staged rollouts by market and kill criteria.
• Track key metrics such as automated resolution share with satisfaction and reopens at or above human levels, and cost per contact.
• Document learnings so each new intent takes a week, not a quarter.

Required profile

• Experience shipping LLM-based or agentic systems that act on real customer cases, owning their quality after launch.
• Ability to think in policies, states and failure modes, and to write specifications accepted by engineers and quality leads.
• Fluency in prompt and routine design, evaluation methods and the trade-off between autonomy and control; ability to read code.
• Background in customer support, operations or a two-sided marketplace.
• Ability to build credibility with business leaders and engineers, challenge decisions with evidence, and work with few management layers.

What we offer

• Salary and stock options.
• Wellness perks.
• A 1-month paid sabbatical after 5 years.
• Hybrid model with at least 12 monthly in-office days.