Head of Operations UAE

4 months ago

Dubai, United Arab Emirates Blacklane GmbH Full time

Blacklane is a premium mobility company dedicated to redefining the chauffeur service industry. With a global presence, we pride ourselves on delivering exceptional service, ensuring the safety and satisfaction of both our clients and chauffeurs. Join our dynamic team as the **Head of Operations UAE **to play a pivotal role in managing, optimizing, and growing our operations in the UAE.

**YOUR CHALLENGE**:
As the Head of Operations UAE at Blacklane, you will lead Blacklane’s operations crew in Dubai and will be responsible for managing chauffeurs, enhancing service quality, and optimizing operational efficiency. This role requires a hands-on approach, combining data-driven decision-making with a genuine passion for building meaningful relationships.
You will report directly to the UAE General Manager.
- **Management and Leadership**:

- Oversee and continuously grow a team of 5, including fleet coordinators, operations managers, and trainers.
- Manage approximately 120 chauffeurs, fostering a positive and collaborative team culture.
- Regularly engage with chauffeurs to understand ground-level operations and insights.
- Utilize data to drive team performance and operational improvements by providing feedback and coaching.
- **Process Optimization and Growth**:
- Implement strategic and data-driven approaches to optimize operational processes such as rides dispatching, chauffeur onboarding, fleet procurement and overall operational efficiency
- Analyze vehicle positioning data to improve customer retention, reduce waste, and enhance utilization.
- Be hands-on, focusing 20% of your time on ground-level processes to ensure operational efficiency.
- Identify and capitalize on growth opportunities through innovative solutions.
- Develop process charts and operational manuals, particularly for the On Demand product.
- Quality Management and Stakeholder Collaboration:

- Collaborate with the senior trainer to enhance training programs for vehicle maintenance staff.
- Work closely with operations managers and data specialists for informed decision-making.
- Build and maintain relationships with internal and external stakeholders for service quality enhancement.
- Regularly analyze data to identify trends and areas for quality improvement.
- Strategic Partnerships and Crisis Management:

- Develop and manage strategic partnerships, focusing on sustainable and pioneering relationships.
- Lead crisis communications, ensuring effective management during challenging situations.
- Supplier Management and Purchasing:

- Optimize operational efficiency through strategic supplier management and selection.
- Regularly visit and engage with stakeholders for continuous alignment and improvement.
- Analyze market trends and manage costs effectively to ensure operations remain as lean as possible.
- Capitalize on opportunities for competitive edge through relationship management, negotiation and effective purchasing strategies.

**ABOUT YOU**:

- Bachelor's degree in operations, business, or related field.
- 8-10 years of experience in operational roles, preferably in premium/high-end service industries.
- Strong leadership skills and team management experience.
- Proficient in data analysis and decision-making.
- Experienced with tools like Google Suite, Excel, Salesforce, Tableau, and SQL.
- Knowledgeable in premium mobility and luxury service standards.
- Entrepreneurial, continuous improvement mindset.
- Effective negotiation, conflict resolution, and problem-solving abilities.

**MORE THAN A JOB**:
Blacklane is a scale-up started in 2011, founded by Jens Wohltorf and Frank Steuer who wanted to create the first global chauffeur service. We started by filling chauffeurs’ ‘empty leg’ journeys and have grown with our partners to over €100 million in annual revenue (pre-pandemic). Backed by Daimler and other investors in Germany, Japan, Switzerland, and the UAE, we’re now a trusted brand within corporate travel.

We believe in ethical business practices and have a strong company culture.
- **Continuous Learning**: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career.
- **Flexible Working**:Even the most ambitious Blacklaner needs some time to unwind. Find out what works for you and your team with flexible working hours and home office days.
- **Become Part of the Crew**: Get to know your fellow Blacklaners through our regular team socials. Our success comes from a collaboration of more than 350 people from 70 nations and we are looking for more exceptional people to join us
- **Employee Stock Options Plan**: We want all Blacklaners to benefit from the company's success, so every employee gets virtual stock options.
- **Fair Remuneration**: We’ve banded salary levels and matched them to the local costs of living, meaning you’re always paid fairly an

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