Job Description
As an Airport Operations Manager at Blacklane, you will lead our commitment to delivering impeccable airport services, ensuring seamless experiences for our VIP airline customers. Your role will encompass building strong relationships with airline representatives, promptly addressing their concerns, and enhancing guest experiences through collaborative efforts. Managing a team of Greeters, you will oversee the smooth execution of pickup services, guaranteeing exceptional service from arrival to departure.
Key responsibilities include:
- Managing a team who offers a premium concierge service to premier guests
- Being the main point of contact for VIP clients with a presence at the airport
- Assisting chauffeurs and clients to connect
- Documenting and relaying both issues and opportunities
You thrive when operating as an owner and have had experience managing site operations and staffing. This role will work closely with the local airline partners, operations teams & chauffeur partners to ensure a premium guest experience.
YOUR CHALLENGE: - Operational Excellence
- Manage the oversight of our Greeter team, operating a daily service spanning various times and multiple flights per day.
- Ensure our service meets and exceeds partner and client expectations. Conduct quality audits at the airport, respond quickly to any real-time issues, proactively resolve operational issues when possible and implement new processes for continuous improvement.
- Representation
- Be an ambassador for Blacklane with local supply partners. Regularly meet with our VIP client's representatives to address their concerns as quickly as possible and maintain a strong relationship.
- Regularly travel to each assigned Airport Station for on-site meetings with supply partners, greeters & representatives from our VIP clients.
- Team Management
- Assist in the sourcing and hiring of staff to ensure continuity and reliability of service.
- Own the scheduling and staffing of assigned stations.
- Hold regular 1:1s (virtual and onsite) with direct reports to drive performance and skill development
- Cross-Functional Collaboration:
- Partner with various internal teams and external partners to address client needs
- Align cross-functional efforts with Blacklane's overall business objectives
- Act as the subject matter expert for your stations' operations and recommend ways to optimize local processes and drive global efficiencies.
ABOUT YOU: - Experience & Industry Knowledge - 4+ years in customer service or operations, preferably in luxury, hospitality, or premium services. Airline or airport operations experience is a plus.
- Leadership & Team Management - Proven ability to lead real-time concierge or hospitality teams while maintaining high service standards.
- Communication & Relationship Building - Exceptional interpersonal skills with the ability to collaborate with diverse stakeholders and handle difficult conversations professionally.
- Adaptability & Problem-Solving - Ability to thrive in a fast-paced, evolving environment, managing competing priorities with a proactive and solutions-oriented approach.
- Flexibility & Travel - Willingness to travel up to 50% and adapt to varying schedules as needed.
- You thrive when operating as an owner and have had experience managing site operations and staffing. This role will work closely with the local airline partners, operations teams & chauffeur partners to ensure a premium guest experience .
MORE THAN A JOB: About BlacklaneOur mission is simple but powerful: to become the world's leading premium, global chauffeur service. Operating in 50+ countries, we reimagine chauffeur-driven rides by prioritizing reliability, innovation, and first-class service at every step. Blacklane is also at the forefront of sustainable mobility efforts, continuously working to reduce our operational impact on the planet.
Our Company Culture Blacklane has grown from a two-person startup in Berlin to a global team of over 300 people representing 54+ nationalities. Powered by our commitment to care, inclusion, innovation, and collaboration, we support employees through initiatives like Employee Resource Groups (ERGs), mentorship programs, and more.
Here are just a few examples of the ERGs fostering connection:
- LGBTQIA+ Network - Advocating for inclusivity and championing allyship.
- Bookclub - Encouraging cultural exchange, fostering discussion, critical thinking, and team engagement through shared reading and analysis.
- Blacklane Cares Leave - Spend up to eight paid hours annually volunteering for causes meaningful to you.
We welcome-and actively support-employees to create or join the communities that are important to them.
Why join us in a Blacklane on the fast lane?- Fair Pay & Shared Success We provide good salaries and automatically enroll all employees in our Virtual Stock Options Plan (VSOP). Your shares vest over four years, with full transparency on their value growth through Ledgy.
- Blacklane Mystery Rides As a valued contributor to our success and growth, we are pleased to offer you one complimentary ride per quarter to experience and evaluate our chauffeur services firsthand.
- Learning & Development at Blacklane We value the person beyond the CV, which is why we are committed to your continuous growth-not just for the company's success, but for your own professional development. We believe that when our employees stay ahead, so does Blacklane. That's why you have free access to thousands of online courses on LinkedIn Learning, tailored to your career aspirations, along with a unique learning experience designed for those stepping into leadership roles.
- The way to your heart goes through your stomach? If so, we've got something special for you, in Berlin: our weekly homecooked, quality office lunches. Not only do they fuel your mind and body, but they also provide the perfect opportunity to connect with colleagues from all departments, fostering stronger bonds beyond your own division.
- Your Health, No Compromisewith Nilo Health & WHOOPWe prioritize both your mental and physical well-being because a healthy team creates a thriving culture. That's why we offer access to the Nilo Health platform for mental wellness and the WHOOP bracelet, after one year to support your fitness-available for you to use as you choose.
- Social responsibilityWe Care: Learn more about Miracle flights and the meaningful impact behind our commitment to making a difference.
- Share your ideas with Blacklane's C-Level Our approachable C-Level team values your insights. Once a month, they host a consultation day where you're invited to share your ideas, feedback, and constructive criticism-because your voice shapes our future.
- Thrive TogetherOur Hybrid Office Culture : At Blacklane, we believe in the power of in-person collaboration and connection. That's why we follow a hybrid, 3 office day focused approach. This supports both our fast-paced growth and the building of strong, engaged teams. We know everyone's situation is unique, so our hybrid setup still allows for flexibility when needed. If you're excited about contributing in a dynamic, people-driven environment and value both teamwork and personal accountability, we'd love to hear from you!
Do you have any questions or want to know more about our way of working? Feel free to contact us. We're happy to connect!
We place great value on equal opportunities. Therefore, we welcome everyone to apply!
Curious to see us in action? Let's go! Watch us on Amazon Prime
Listen to our CEO in Startup insider episode #1643
Blacklane is backed by investors who share our vision: Mercedes-Benz Mobility, Tasaru, Sixt, the Al Fahim Group, Alstin Capital, RI Digital Ventures, and b2venture BLACKLANE
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