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 outcomesLead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planningDefine, 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 satisfactionPartner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and enhance digital experiences across the member lifecycleEstablish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures that support consistency, scalability, and efficiencyLeverage member feedback, operational data, digital engagement metrics, and frontline insights to identify opportunities for service enhancements, self-service capabilities, and process improvementsBuild reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadershipServe as the primary Member Care leader ensuring alignment between business priorities, digital experiences, and member outcomeHow you'll measure success:CSAT maintained at or above 4.5 (90%+) across support channelsMeasurable improvements in digital member satisfaction, retention, engagement, and service qualityTeam engagement, performance, retention, and succession readiness within Member CareReduction in escalations, increased self-service adoption, improved operational efficiency, and documented process improvementsWhat you're great at:5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibilityManaging high-touch, premium and white-glove support programs across digital and omnichannel environmentsCoaching and developing frontline leaders while building high-performing, accountable teamsUsing data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiencesPartnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver customer-focused digital solutionsExperience supporting or optimizing digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiencesCommunicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholdersOperating with a strong sense of ownership, accountability, and urgency in a fast-paced environmentHow You'll be Rewarded:At CLEAR, we help YOU move forward - because when you’re at your best, we’re at our best. You’ll work with talented team members motivated by our mission of making experiences safer and easier. Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces. We also offer catered lunches every day and have fully stocked kitchens. Outside of the office, we invest in your well-being and learning & development with stipends and reimbursement programs.We offer holistic total rewards, including comprehensive healthcare plans, family-building benefits (fertility and adoption/surrogacy support), flexible time off, annual wellness stipend, free OneMedical memberships for you and your dependents, a CLEAR Plus membership, and a 401(k) retirement plan with employer match.The base salary range represents the low and high end of CLEAR’s salary range for this position. Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience and performance. The range listed is just one component of CLEAR’s total compensation package for employees and other rewards may include annual bonuses, commission, Restricted Stock Units.Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment.We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity.