We're looking for an awesome Team Lead - Quality Management based in London or Berlin to join our crew at Blacklane.

Blacklane works with thousands of professional chauffeurs around the globe. They are the Blacklane’s face to the customer and need to understand, accept and adhere to our quality standards and embrace a mutually beneficial partnership. As part of Partner Management and in close cooperation with our Brand, Communication, Marketing and Training teams, you will support and motivate them to deliver a consistently safe, reliable and pleasant guest experience. Your role is set along quality, training & supplier management.

You will be the key pillar of Blacklane’s quality standards. You will be responsible for establishing the standards, creating mechanisms for monitoring them, and taking responsibility for improving them. This is a global role, so you'd take ownership of quality management across all regions, taking into account the regional nuances and set the direction & priorities for your team.

ABOUT THE ROLE:

At Blacklane, we measure success by the meaningful changes that each team member creates. In this role, you’ll:

• Develop and execute a global Quality Management strategy to maximize guest satisfaction and reinforce Blacklane’s reputation for premium service.
• Lead cross-functional initiatives (e.g., QA frameworks, data-driven improvements) to streamline processes and ensure operational excellence in every region.
• Design and manage strategic chauffeur incentive programs, boosting partner engagement and elevating overall service quality.

Collaborate with key stakeholders (Finance, Operations, BI, etc.) to align resources and innovate processes, delivering consistent, high-quality travel experiences at scale.

Your First-Year Roadmap

Here’s what your journey at Blacklane could look like:

3 months:

• Dive into existing quality metrics, policies, and processes.
• Meet core stakeholders (internal teams, chauffeur partners), building a deep understanding of current challenges.
• Begin shaping your roadmap for immediate process improvements and longer-term strategic initiatives.

6 months:

• Implement high-impact quality enhancements—for example, refining QA frameworks or automating partner feedback loops.
• Fully own incentive programs, ensuring they drive measurable engagement and performance improvements.
• Deliver visible, data-backed results that strengthen chauffeur relationships and enhance guest experiences.

12 months:

• Scale your strategic influence: integrate more advanced, innovation-driven solutions (new training methods, cutting-edge QA technologies).
• Expand your leadership footprint, coaching and developing future quality leaders within Blacklane.

Establish Blacklane’s global reputation for operational excellence, resulting in tangible gains in guest loyalty and brand equity.

ABOUT YOU:

• You have at least 4 years of experience in quality management, supplier management.
• Experience in the mobility space would be a plus!
• You have People management experience, you have a proven track record of building, developing and coaching your team.
• You have program/project management experience, in particular running projects/programs across multiple functions.
• You are highly customer-orientated, with a positive hands-on attitude and a good sense of humor.
• You have a data mindset.
• Good stakeholder management experience.
• You like to work in a structured & organized way, and can see the big picture while paying attention to the details.

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
Blacklane has grown from a two-person startup in Berlin to a global team of over 300 people representing 54+ nationalities. Powered by our commitment to care, inclusion, innovation, and collaboration, we support employees through initiatives like Employee Resource Groups (ERGs), mentorship programs, and more.

Here are just a few examples of the ERGs fostering connection:

• LGBTQIA+ Network – Advocating for inclusivity and championing allyship.
• Bookclub – Encouraging cultural exchange, fostering discussion, critical thinking, and team engagement through shared reading and analysis.
• Blacklane Cares Leave – Spend up to eight paid hours annually volunteering for causes meaningful to you.

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?

• Fair Pay & Shared Success → We provide good salaries and automatically enroll all employees in our Virtual Stock Options Plan (VSOP). Your shares vest over four years, with full transparency on their value growth through Ledgy.
• Blacklane Mystery Rides → As a valued contributor to our success and growth, we are pleased to offer you one complimentary ride per quarter to experience and evaluate our chauffeur services firsthand.
• Learning & Development at Blacklane → We value the person beyond the CV, which is why we are committed to your continuous growth—not just for the company’s success, but for your own professional development. We believe that when our employees stay ahead, so does Blacklane. That’s why you have free access to thousands of online courses on LinkedIn Learning, tailored to your career aspirations, along with a unique learning experience designed for those stepping into leadership roles.
• The way to your heart goes through your stomach? → If so, we’ve got something special for you, in Berlin: our weekly homecooked, quality office lunches. Not only do they fuel your mind and body, but they also provide the perfect opportunity to connect with colleagues from all departments, fostering stronger bonds beyond your own division.
• Your Health, No Compromise → with Nilo Health & WHOOP
  We prioritize both your mental and physical well-being because a healthy team creates a thriving culture. That’s why we offer access to the Nilo Health platform for mental wellness and the WHOOP bracelet, after one year to support your fitness—available for you to use as you choose.
• Social responsibility → We Care: Learn more about Miracle flights and the meaningful impact behind our commitment to making a difference.
• Share your ideas with Blacklane’s C-Level - Our approachable C-Level team values your insights. Once a month, they host a consultation day where you’re invited to share your ideas, feedback, and constructive criticism—because your voice shapes our future.

We place great value on equal opportunities. Therefore, we welcome everyone to apply.

Curious to see us in action? Let’s go!

→ Watch us on Amazon Prime

→ Listen to our CEO in Startup insider episode #1643

→ Blacklane is backed by investors who share our vision: Mercedes-Benz Mobility, Tasaru, Sixt, the Al Fahim Group, Alstin Capital, RI Digital Ventures, and b2venture