Clear
Others
Overview
The Manager, Member Care - Premium Experience & CLEAR1 is responsible for leading the end-to-end digital member experience across CLEAR’s highest-touch support channels, overseeing Team Leads and Specialists while driving operational excellence, service quality, and continuous improvement.
About Clear
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.
Requirements & Eligibility
- 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, concierge, VIP, or 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
Key Responsibilities
- Own the digital member support strategy and day-to-day operations for Premium Experience and CLEAR1 channels
- 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
- Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders
- Establish and maintain support processes, escalation frameworks, quality standards, and operating procedures
- Leverage member feedback, operational data, digital engagement metrics, and frontline insights to identify opportunities for service enhancements
- Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership
- Serve as the primary Member Care representative for Concierge and CLEAR1 initiatives
Disclaimer: Trace Hiring is an independent job board. We are not directly affiliated with Clear. Please verify all details on the official company application portal.