Director of Blackbird Club Strategy and Operations

About Blackbird

Blackbird Labs is a loyalty and payments platform establishing meaningful connections between the world’s best restaurants and their customers. 

Served up in 2022 by Ben Leventhal, co-founder of Eater and Resy, Blackbird offers a fully customizable loyalty programming platform for restaurants and a consumer app designed to make every guest feel like a bonafide VIP no matter where they dine. Backed by Union Square Ventures, a16z, Amex Ventures, Variant Fund, and other forward-thinking investors, Blackbird is out to revolutionize the restaurant industry. 

About Our Team

At Blackbird, our values guide everything we do and our talent principles define the key traits we seek in our employees. 

We have passion for our product – committed to our mission and instinctively think like and go the extra mile for our customers. We are elite performers – striving for excellence, going above and beyond to achieve exceptional results, and learning quickly with horsepower, drive, and grit. We make others better – taking initiative to elevate others, giving and receiving feedback, and championing a culture of growth. We hold one another accountable to living out our talent principles as we march together to achieving our mission. 

We are an in-office culture that values the power of in-person connection and collaboration. Just as Blackbird fosters magical in-restaurant experiences, we believe being together ignites creativity, accelerates problem-solving, and strengthens the team spirit essential to driving our mission forward.

About the Job 

We are seeking a Director of Blackbird Club Strategy and Operations to build and lead our team organized around attracting and engaging high value consumers. Success will be measured by topline revenue growth from HVCs – accomplished through meaningful membership (population) and average revenue per member growth. 

This role truly spans from annual strategic planning activities like setting spend thresholds for annual qualification criteria and defining benefits by tier to overseeing the  daily operations and delivery of our benefits for members with  partner restaurants. 

This is a highly strategic and operational role, ideal for a leader who thrives in fast-moving environments, has built support teams from scratch, and understands how to balance high touch investments and interactions with scaled delivery through partners.

Responsibilities 

Program Planning and  Development 

• Set annual targets for membership population and spend by tier that align with transactional volume goals
• Define tier-based benefits that reflect customer value to the platform and demonstrate commitment to high-value members
• Partner with VP of Loyalty to balance loyalty benefit investments with rewards that deliver revenue and profitability targets

Blackbird Concierge & VIP Experiences

• Build and scale Blackbird Concierge for Status members and high-value users
• Create scalable models for VIP experiences that drive member engagement and upgrades to premium tiers
• Collaborate with Go To Market teams to execute high-touch experiences across expanding markets

Amenities Planning and Partner Benefits Strategy

• Curate and execute Blackbird Club experiences within proprietary spaces
• Manage passes business with a GM mindset to achieve customer growth and profitability goals
• Develop valuable partnership benefits that align with restaurant operations and investment economics

Requirements

• Bachelors Degree plus 7+ years in customer experience leadership with proven success in developing customer programs with a partnership mindset
• Strong track record of operating with a GM mindset to develop a topline strategy with supporting metrics / initiatives to deliver against objectives
• Proven ability to collaborate cross-functionally with Product, Engineering, and Marketing teams, serving as an effective voice of the customer within the organization
• Demonstrated leadership abilities with a genuine passion for hospitality and customer service excellence

Nice to Haves

• 2+ years managing concierge or VIP services in premium environments
• Advanced project management and multi-channel communication skills
• Current culinary trend knowledge and strong industry network
• Entrepreneurial mindset for developing innovative support solutions

 

Pay Transparency Notice & Benefits

Depending on your work location and experience the target annual salary for this position can range from: $180,000 - $200,000 USD. This range does not include the equity component of the overall compensation package. Disclosure in accordance with New York City's Pay Transparency Law.

Full time offers from Blackbird may also include stock options, benefits (including medical, dental, vision, flexible time off, 401(k)), and some not-so-standard, extra-fun perks — subject to applicable taxes and based on eligibility.

Commitment to Equal Opportunity

Blackbird Labs is committed to building a diverse and inclusive workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender identity or expression, sexual orientation, or any other basis protected by applicable law. Blackbird also considers qualified applicants with criminal histories, in a manner consistent with applicable laws. For US applicants, you may view the Know Your Rights notice here.  Additionally, Blackbird participates in the E-Verify program. 

Join us and discover what the best work of your career could look like here at Blackbird.