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 38 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 - Premium Experience 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…