This role requires someone who can balance live operational ownership with relationship management and continuous improvement. Success is not just about being present at the airport it is about being the person who stabilizes operations, protects the partner relationship, increases accountability, and improves the guest experience over time.

Operational Excellence

• Oversee daily airport operations across and Houston, ensuring smooth and reliable execution of pickup services across varying schedules and flight volumes.
• Manage the oversight of the Greeter team delivering premium concierge-style support to premier guests.
• Assist chauffeurs and guests in connecting efficiently and professionally during live service.
• Respond quickly to real-time issues, delays, and irregular operations, de-escalating where possible and protecting the guest experience.
• Conduct quality audits on greeters, chauffeurs, and vehicles to ensure service standards are met or exceeded.
• Investigate station-specific incidents, escalation trends, and repeat issues, then drive corrective actions and accountability.
• Document and relay both issues and opportunities, using onsite observations to improve local processes and station performance.

Representation

• Serve as Blacklane’s main point of contact for VIP clients and local stakeholders at the airport.
• Build and maintain strong working relationships with airline representatives, greeter suppliers, and airport contacts.
• Act as an ambassador for Blacklane with a visible presence at the airport, handling difficult conversations professionally and with urgency.
• Regularly travel to each assigned airport station for onsite meetings, operational reviews, and stakeholder alignment.

Team Management

• Manage a team that offers a premium concierge service to premier guests.
• Assist in the sourcing and hiring of staff to ensure continuity and reliability of service.
• Support staffing and scheduling for assigned stations, ensuring daily operational readiness.
• Hold regular 1:1s, both virtual and onsite, to drive performance, accountability, and skill development.
• Maintain clear standards with greeters and suppliers while ensuring formal coaching and people management remain properly aligned with the supplier structure.

Cross-Functional Collaboration

• Partner with internal teams and external partners to address operational needs, resolve issues, and improve execution.
• Align local station efforts with Blacklane’s broader business and partner objectives.
• Act as the subject matter expert for stations station operations, recommending ways to optimize local processes and drive scalable improvements.

 ABOUT YOU:

Experience & Industry Knowledge

• 4+ years of experience in customer service, operations, hospitality, premium services, or a similar fast-paced environment
• Airline or airport operations experience is strongly preferred
• Experience managing site operations, staffing, or live service environments
• Experience working with vendors, contractors, or third-party service teams is a strong plus

Leadership & Team Management

• Proven ability to lead or oversee real-time concierge, hospitality, or service teams while maintaining high standards
• Comfortable holding teams accountable and improving performance through structure, follow-up, and onsite visibility
• Able to operate as an owner rather than waiting for direction

Communication & Relationship Building

• Strong interpersonal and stakeholder management skills
• Comfortable working with airline partners, greeter teams, chauffeurs, and internal cross-functional teams
• Able to handle difficult conversations professionally, calmly, and with good judgment

Adaptability & Problem-Solving

• Thrives in a fast-paced, evolving environment
• Able to manage competing priorities, make sound decisions in real time, and solve problems proactively
• Comfortable with ambiguity and helping define a role that is still evolving in scope in some areas.

Flexibility & Travel

• Willingness to travel regularly between stations
• Comfortable with a role that includes significant onsite presence and schedule flexibility based on operational needs.