Manager, Member Care

CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easier—physically and digitally. With more than 43 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences.

The Manager, Member Care is responsible for leading the end-to-end digital member experience across CLEAR’s highest-touch support channels. This role oversees Team Leads and Specialists supporting members while driving operational excellence, service quality, and continuous improvement across digital support experiences, member journeys, and service operations.

What you'll do:

Own the digital member support strategy and day-to-day operations for Premium Experience and channels, ensuring exceptional service delivery and accountability for member and business outcomes

Lead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planning

Define, monitor, and improve service level agreements (SLAs) across digital support channels, including chat, email, messaging, and phone, with a focus on responsiveness, resolution quality, and member satisfaction

Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and enhance digital experiences across the member lifecycle

Establish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures that support consistency, scalability, and efficiency

Leverage member feedback, operational data, digital engagement metrics, and frontline insights to identify opportunities for service enhancements, self-service capabilities, and process improvements

Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership

Serve as the primary Member Care leader ensuring alignment between business priorities, digital experiences, and member outcome

How you'll measure success:

CSAT maintained at or above 4.5 (90%+) across support channels

Measurable improvements in digital member satisfaction, retention, engagement, and service quality

Team engagement, performance, retention, and succession readiness within Member Care Reduction in escalations, increased self-service adoption, improved operational efficiency, and documented process improvements

What you're great at:5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility

Managing high-touch, premium and white-glove support programs across digital and omnichannel environments

Coaching and developing frontline leaders while building high-performing, accountable teams

Using data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences

Partnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver customer-focused digital solutions

Experience supporting or optimizing digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiences

Communicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholders

Operating with a strong sense of ownership, accountability, and urgency in a fast-paced environment

How You'll be Rewarded:

At CLEAR, we help YOU move forward - because when you’re at your best, we’re at our…