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CLEAR is building a secure identity platform transforming how people live, work, and travel. With 43+ million members globally, CLEAR operates across airports, stadiums, and everyday experiences.
The Manager, Member Care leads the end-to-end digital member experience across CLEAR's highest-touch support channels. You will oversee Team Leads and Specialists, driving operational excellence, service quality, and continuous improvement across digital support experiences and member journeys.
Key Responsibilities:
- Own digital member support strategy and day-to-day operations for Premium Experience 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 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 supporting 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 primary Member Care leader ensuring alignment between business priorities, digital experiences, and member outcomes
Success Metrics:
- 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
Requirements:
- 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility
- Experience managing high-touch, premium, and white-glove support programs across digital and omnichannel environments
- Demonstrated ability to coach and develop frontline leaders while building high-performing, accountable teams
- Proficiency using data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences
- Ability to partner 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
- Strong communication skills with frontline employees, peer leaders, executives, and external stakeholders
- Strong sense of ownership, accountability, and urgency in fast-paced environments
