High Value Member Services Manager

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

Blackbird is looking for a Member Services and Operations Manager who will be responsible for providing exceptional concierge service to high-value members. (S)he will lead the transition from hands-on fulfillment to team management as the program grows, balancing personalized service with operational efficiency to consistently exceed member expectations.

The ideal candidate for this role has 3-5 years experience in high-end hospitality or luxury concierge services with proven ability to manage service teams; deep knowledge of fine dining operations and restaurant industry networks combined with strong analytical skills and CRM proficiency; exceptional attention to detail, problem-solving abilities, and interpersonal skills that enable building rapport with discerning clients while maintaining composure under pressure.

Responsibilities

Core Member Operations

• Lead concierge service for high-value Blackbird Club members, standardize fulfillment protocols across restaurant partners, and establish response SLAs and quality metrics
• Create escalation paths for complex member needs while maintaining detailed preference documentation for 5X customers

Team Leadership

• Build and mentor the hospitality service team, develop training processes, and balance high-touch service with operational efficiency
• Monitor team performance and consistency while driving a culture of service excellence

Restaurant Partnership Management

• Strengthen relationships with partner restaurants, anticipate member needs, and streamline fulfillment processes
• Forecast reservation demands, implement feedback systems, and identify mutual value opportunities

Analytics & Optimization

• Evaluate service performance and member satisfaction, develop proactive strategies from request trends, and report on key performance indicators
• Optimize response times and refine member experience through data-driven insights

Program Development

• Enhance Blackbird Collection benefits, create distinctive high-value services, and align concierge with broader program objectives
• Scale personalized services with membership growth while defining the Blackbird service identity

Requirements

• Education & Experience: Minimum 3-5 years in high-end hospitality, luxury concierge services, or fine dining operations with a proven track record of 2+ years managing service teams in a premium environment and experience working with high-net-worth clients.
• Technical Skills: Proficiency with CRM systems, data analysis capabilities, reservation management systems, project management tools, and excellent digital communication skills across multiple channels.

• Industry Knowledge: Deep understanding of fine dining operations, current knowledge of culinary trends, strong industry network, familiarity with luxury service protocols, and understanding of loyalty program structures.

• Core Competencies: Exceptional attention to detail, outstanding interpersonal skills, strong problem-solving abilities, excellent time management, demonstrated leadership, and entrepreneurial mindset for new service concepts.

• Service Style: Unflappable composure, genuine passion for hospitality, discretion with client information, adaptability in fast-growing environments, results-orientation, and availability to work flexible hours including evenings and weekends.

Nice to Haves

• Bachelor’s degree in Hospitality Management, Business Administration, or related field.

Pay Transparency Notice & Benefits

Depending on your work location and experience the target annual salary for this position can range from: $115,000 – $130,000 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 diversity in its 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 expression or identity, sexual orientation or any other basis protected by applicable law. Blackbird will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable. For US applicants, you may view the Know Your Rights notice here. Additionally, Blackbird participates in the E-Verify program.

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