Senior Operations Manager (Milan/Rome)

At Blacklane, we are looking for a Senior Operations Manager to join our team on a full-time, permanent contract, with Milan as the primary location. The role is also open to candidates based in Rome who are able to travel regularly to Milan. In this role, you will scale operations across your designated European markets and help establish Blacklane as a preferred partner for our supply partners, including professional chauffeurs. You will balance supply and demand, strengthen partner engagement, and drive operational excellence while managing cost efficiency and profitability. You will report to the Head of Operations for our Europe Cluster. YOUR CHALLENGE: • Design and implement strategies for supply partnerships in ground transportation services across your designated area to ensure guests receive high-quality service at an optimized cost level. • Manage, negotiate, and continuously improve supply costs, quality metrics, and supply availability within your region, translating KPIs into clear operational actions. • Own and actively manage supply pricing and margin performance, balancing supply and demand dynamics to meet profitability and fulfillment targets. • Make informed operational decisions in response to market fluctuations, including pricing adjustments and capacity allocation. • Maintain strong partner engagement and loyalty, particularly in supply-constrained or low-volume market conditions. • Represent chauffeur insights and operational realities internally, ensuring their perspective informs strategy and product improvements. • Contribute to shaping the global supply strategy. • Drive process improvements by collaborating with internal stakeholders across the organization to address operational opportunities and challenges. • Use data analysis and market insights to identify risks, improve forecasting accuracy, and support decision-making. • Partner cross-functionally with Sales, Marketing, Legal, Finance, Business Intelligence, and Product to align commercial, regulatory, and operational priorities. • Build and maintain long-term strategic relationships with supply and corporate partners. • Present supply capabilities to key external stakeholders and represent Blacklane in partner discussions. • Work as a largely field-based leader with regular travel to strengthen partnerships and monitor market conditions. • Grow, lead, and develop the team managing the chauffeur supply side in the region. • Build strong analytical and relationship management capabilities within your team. • Enable clear data storytelling and performance ownership across markets. ABOUT YOU: • 5+ years of experience in strategy, operations, or a similar role in a dynamic environment. • A strong understanding of partnership management and relationship-driven business models. • A highly analytical approach and the ability to interpret supply and demand dynamics and translate data into action. • Experience managing KPIs, margin performance, and operational roadmaps. • Excellent interpersonal skills and the ability to build trust quickly with partners and internal stakeholders. • Experience as a skilled negotiator, able to structure win-win outcomes while protecting commercial performance. • Comfort operating in uncertain and rapidly changing market environments. • Experience leading and developing teams. • The ability to communicate insights clearly through data storytelling. • Fluency in English and Italian. • Availability for regular travel across the region (approximately 25–40%). About Blacklane 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 & Values Blacklane has grown from a two-person startup in Berlin to a global team of over 300 people representing 54+ nationalities. Our culture is powered by our commitment to three core values: Care, Drive and Excellence. • Care - We are invested in each other's well-being and professional growth. • Drive - We act with pace and determination. We are ambitious, committed to a growth mindset, and champion ownership and delivery. • Excellence - We understand our customers so we can exceed expectations. We support our people through initiatives like Employee Resource Groups (ERGs), mentorship programs that bring our values to life. 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? 💙 Strong local benefits package via Remote.com, including health coverage and statutory protections 🌴 Competitive local vacation and public holiday entitlements 💪 Your Mental Health → No compromise with Nilo 🎓 Continuous learning through LinkedIn learning and L&D budget 🚀Fair pay and benefits tailored to local markets 🚘Mystery Rides: Quarterly Voucher to enjoy personal trips around the world with Blacklane and experience our service from a guest’s perspective. 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! Blacklane will never ask you to pay money towards any job application. Do not make payment to anyone pretending to be from Blacklane during your recruitment process. If you suspect any scam-relevant activity, please talk to us as soon as possible. We're here to take care of you throughout the recruitment process. We believe that being open about compensation is an important part of building trust and creating a fair candidate experience. Our reward strategy is built to support consistency, fairness, and clarity across the organization. Where an offer would sit within this range depends on objective factors such as role scope, relevant experience, critical skills, and internal consistency at the same level. It is not based on salary history or negotiation alone. Italy Salary Band €55.000—€70.000 EUR