Vice President, Airline Baggage Delivery

Who we areThe real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy - a future where mundane repetition disappears and being known unlocks access, comfort and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn't coming; it's here, and we need builders, innovators and problem solvers to help us create it.Who you areAs the VP, Logistics, you will be the strategic architect responsible for operational oversight, along with managing and strengthening key client relationships to drive long-term retention. This executive leadership role demands a blend of financial acumen, operational excellence, and high-level entrepreneurialism. You will oversee both HSD and MLL business-from P&L management and product innovation to client relations and vendor management-ensuring that every customer touchpoint is optimized, seeking out opportunities to enhance the relationship with key clients.What you'll doDevelop and lead the national strategy for baggage repatriation, focusing on meeting client expectations, and anticipating their needs to best serve our clientsLead the Annual Operating Plan (AOP) process for the department, ensuring effective resource allocation to meet aggressive retention targets, while taking full accountability for the delivery business unit's profit and loss, including revenue leakage, operating costs, and overall financial performanceUtilize executive strategic vision to mobilize the Direct to Consumer delivery serviceEstablish a culture of data-driven decision making that meets and/or exceeds client expectations (SLAs) and company standards for excellence, while constantly analyzing workflows and organizational design to identify synergies that reduce operational costs and improve the speed and quality of recovery effortsPartner with Product and Engineering teams to advocate for features that address recurring customer pain points and prevent future churn, and drive operational efficienciesEstablish deep relationships with Airline clients by anticipating needs and developing solutions, while acting as the executive escalation point for high-value clients and corporate contacts, building trust and negotiating complex renewals or service-level agreementsIdentify potential systemic risks in operations and implement proactive mitigation strategies to protect the business, ensuring all recovery practices comply with legal standards, industry regulations, and internal corporate policiesBuild, mentor, and lead a high-performing team of front line agents, leaders, and vendors, fostering a culture of empathy, accountability, urgency, and data-driven decision-makingExperience with small businesses, supervising third-party partners and service providers, ensuring they meet rigorous performance standards and remain cost-effectiveBreak down silos by collaborating with Accounting, IT, and Operations to ensure a unified approach to the customer experienceWhat we're looking for10+ years in Customer Success, Account Management, or Logistics Operations, with at least 5 years in a senior leadership roleProven track record of managing large-scale budgets and a deep understanding of P&L dynamicsAbility to translate complex data sets into actionable strategic insightsExceptional written and verbal communications skills, with abilities to present to high level audiencesWhen you join Metropolis, you'll join a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins. You will play a key role in building and maintaining this culture as our organization grows. The anticipated base salary for this position is $160,000.00 USD to $175,000.00 USD annually. The actual base salary offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment. Base salary is one component of Metropolis' total compensation package, which may also include access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, a lucrative stock option plan, bonus plans and more. #LI-WT1 #LI-OnsiteMetropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connectionMetropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate's application relative to the required job qualifications and responsibilities listed in the job posting.As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.