Director of Care (Global Customer Care Operations) na BLACKLANE
BLACKLANE · Berlin, Alemanha · Hybrid
- Senior
- Escritório em Berlin
Blacklane is seeking a dynamic and forward-thinking leader to oversee our global Customer Care function as Director Care. This 12-month fixed-term role is ideal for someone who combines a strong grasp of technology and innovation with a deep appreciation for exceptional service quality. You’ll be responsible for ensuring every customer interaction reflects Blacklane’s commitment to reliability and premium hospitality across all touchpoints.
YOUR CHALLENGE:
Customer Care Strategy
- Define and execute a clear strategy for global customer care, aligned with Blacklane’s premium brand and evolving operational needs.
- Balance efficiency, scalability, and a luxury-level service experience.
- Integrate AI and automation where appropriate to elevate customer experience and streamline operations
Vendor and Partner Management
- Lead our outsourced customer care operations, managing vendor relationships to ensure consistent performance, quality, and cost efficiency.
- Align vendor capabilities with business goals and customer expectations.
Elevated Support & VIP Care
- Oversee our escalations and VIP support teams, ensuring swift, empathetic, and high-quality resolutions for our most critical cases.
- Strengthen processes to anticipate and prevent issues before they arise.
Team Leadership
- Lead, mentor, and inspire a diverse team, fostering a culture of excellence, empathy, accountability, and collaboration.
- Drive professional development and ensure strong engagement across internal and external teams.
Performance Analytics & Insights
- Define and track key KPIs across quality, response times, escalations, and customer satisfaction.
- Use analytics to surface insights, identify improvement areas, and influence product, process, and operational decisions.
Cross-Functional Collaboration
- Partner with Operations teams, Product, and Engineering to resolve customer-facing issues and improve end-to-end service.
- Serve as the voice of the customer in leadership forums, ensuring Care has influence in company-wide decisions.
Process Improvement
- Continuously optimize workflows, tools, and structures to scale customer care while protecting quality and efficiency.
- Champion best practices for luxury service delivery in a tech-enabled environment, deploying AI and emerging technologies to redefine excellence
ABOUT YOU:
- Proven leadership in customer care operations, ideally within luxury services or tech-enabled environments
- Strong track record of managing large-scale outsourced operations across multiple geographies
- Minimum 5 years in a senior leadership role, driving both strategy and execution
- AI-savvy mindset with the ability to deploy innovative technologies that enhance service quality and efficiency
- Analytical approach with a history of making data-driven decisions that deliver measurable impact
- Exceptional people leadership and stakeholder management skills, with a collaborative spirit across functions
- Outstanding communication abilities, capable of representing the Care function internally and externally at the highest level
- Previous exposure to transportation, hospitality, or luxury service industries is a strong plus
Our 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.
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.
- People of Color Resource Group - To celebrate, empower, and amplify the contributions of POC, both past and present, while fostering a culture of inclusivity, equity, and allyship at Blacklane.
- 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 Compromise → with Nilo Health & WHOOP
We 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 responsibility → We 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 Together → Our 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
