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 help grow and manage our program focused on high-value consumers (HVCs). Success will be measured by topline revenue growth – accomplished through expanding our HVC membership base and increasing average spend per member at our partner restaurants.

This role combines strategic planning (such as optimizing spend thresholds for qualification criteria and structuring exclusive amenities as incentives) with the operational execution of our premium benefits like Breakfast Club and peak reservation access. You'll help ensure these amenities effectively drive spending behavior while creating exceptional experiences for our members.

This position requires both strategic vision and hands-on execution, ideal for someone who thinks with a GM mindset, can develop effective incentive strategies, and understands how to leverage exclusive amenities to influence consumer spending patterns.

Responsibilities 

• Develop and implement strategies to grow our high-value consumer base in alignment with business growth.
• Optimize acquisition and onboarding programs to efficiently attract premium members.
• Design initiatives to increase average spend per member by aligning premium amenities with customer behavior.
• Define and adjust spend thresholds and tier qualifications to drive incremental revenue.
• Oversee the execution and quality of premium benefits like Breakfast Club and peak reservation access.
• Ensure amenities and develop incentives to deliver mutual value to both members and restaurant partners.
• Implement systems to track the impact of amenities on customer spending.
• Collaborate with Marketing to clearly communicate the value of premium offerings.
• Lead the Blackbird Club operations team, ensuring smooth daily execution.
• Partner with Product, Engineering, and Marketing to evolve and enhance the program.
• Establish KPIs and reporting mechanisms to monitor program success.

Requirements

• Bachelor's Degree plus 5+ years in business operations and / or GM responsibilities
• Demonstrated ability to think with a GM mindset and focus on topline growth metrics
• Experience designing incentive structures that effectively influence consumer behavior
• Proven track record of collaborating cross-functionally with Product, Engineering, and Marketing teams
• Strong analytical skills with the ability to translate data into actionable insights
• Genuine passion for hospitality and enhancing customer experiences

Nice to Haves

• Experience managing premium membership programs or loyalty initiatives in hospitality
• Understanding of restaurant operations and economics
• Project management skills with ability to prioritize and execute multiple initiatives
• Current knowledge of culinary trends and restaurant industry
• Experience working in a fast-growing startup environment

Pay Transparency Notice & Benefits

Depending on your work location and experience the target annual salary for this position can range from: $160,000 - $180,000 USD. This range does