Manager, Member Care - Premium Experience & CLEAR1

CLEAR

New York City, USA

Full-time

Mid-Senior

Onsite

$110,000 to $130,000,

Discovered 1 weeks ago

Member careDigital customer supportCustomer experienceService operationsPremium and VIP supportConcierge support

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About CLEAR

CLEAR is building a secure identity company and aims to make experiences safer and easier physically and digitally.

CLEAR's secure identity platform supports more than 43 million Members across airports, stadiums, and everyday experiences.

Role Overview

Lead the end-to-end digital member experience across CLEAR's highest-touch support channels.

Oversee Team Leads and Specialists supporting Concierge, VIP, and CLEAR1 members.

Drive operational excellence, service quality, and continuous improvement across digital support experiences and service operations.

What You'll Do

Own digital member support strategy and daily operations for Premium Experience and CLEAR1 channels.
Lead, coach, and develop Team Leads and Specialists.
Define and improve SLAs across chat, email, messaging, and phone channels.
Partner with Product, Engineering, Operations, and other stakeholders to improve digital experiences.
Maintain support processes, escalation frameworks, quality standards, knowledge management, and operating procedures.
Use feedback, operational data, and engagement metrics to improve services and self-service.
Report performance trends, risks, opportunities, and member insights to senior leadership.
Represent Member Care for Concierge and CLEAR1 initiatives.

Experience and Capabilities

At least five years leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility.
Experience managing premium, concierge, VIP, or white-glove support programs across digital and omnichannel environments.
Experience coaching frontline leaders and building accountable, high-performing teams.
Ability to use data, reporting, customer insights, and operational metrics to drive decisions.
Ability to collaborate with Product, Engineering, and cross-functional stakeholders.
Experience with digital support channels, self-service, knowledge management, automation, or AI-enabled customer experiences.
Clear communication, strong ownership, accountability, and urgency in a fast-paced environment.

Success Measures

Maintain CSAT at or above 4.5, or 90% or higher, across Concierge, VIP, and CLEAR1 support channels.

Improve digital member satisfaction, retention, engagement, and service quality.

Support team engagement, performance, retention, and succession readiness.

Reduce escalations, increase self-service adoption, improve operational efficiency, and document process improvements.

Compensation

The base salary range is $110,000 to $130,000, depending on skills and experience.
Salary may vary based on location, education, skills, experience, and performance.
Total compensation may also include annual bonuses, commission, and restricted stock units.

Rewards and Benefits

CLEAR offers healthcare plans, family-building benefits, flexible time off, wellness and learning support, OneMedical memberships, a CLEAR Plus membership, and a 401(k) plan with employer match.

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