Airport Operations Manager (New York)

About the position

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.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Requirements

• 4+ years in customer service or operations, preferably in luxury, hospitality, or premium services
• Airline or airport operations experience is a plus
• Proven ability to lead real-time concierge or hospitality teams while maintaining high service standards
• Exceptional interpersonal skills with the ability to collaborate with diverse stakeholders and handle difficult conversations professionally
• Ability to thrive in a fast-paced, evolving environment, managing competing priorities with a proactive and solutions-oriented approach
• Willingness to travel up to 50% and adapt to varying schedules as needed

Benefits

• Good salaries and automatic enrollment in our Virtual Stock Options Plan (VSOP)
• One complimentary ride per quarter to experience and evaluate our chauffeur services firsthand
• Free access to thousands of online courses on LinkedIn Learning
• Weekly homecooked, quality office lunches
• Access to the Nilo Health platform for mental wellness and the WHOOP bracelet after one year
• Social responsibility initiatives like Miracle flights
• Monthly consultation day with C-Level team to share ideas and feedback