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Salary: USD 110,000 - 130,000 / annual
CLEAR is a secure identity platform company with 43+ million members, transforming how people experience security and convenience at airports, stadiums, and in daily life. This Manager role leads the end-to-end digital member experience for CLEAR's highest-value segments: Concierge, VIP, and CLEAR1 members.
You will oversee Team Leads and Specialists across digital support channels (chat, email, messaging, phone), owning strategy and day-to-day operations for premium member care. Key responsibilities include leading and developing frontline leaders, defining and monitoring SLAs with targets of 4.5+ CSAT (90%+), and partnering cross-functionally with Product, Engineering, and Operations to enhance digital experiences across the member lifecycle.
You'll establish support processes, escalation frameworks, and quality standards that drive consistency and scalability. Using member feedback, operational data, and engagement metrics, you'll identify opportunities for service improvements, self-service capabilities, and process optimization. You'll build reporting frameworks to communicate performance trends, risks, and member insights to senior leadership, and serve as the primary Member Care representative for Concierge and CLEAR1 strategic initiatives.
Success is measured by maintaining CSAT at 4.5+, improving digital member satisfaction and retention, building team engagement and succession readiness, reducing escalations, and increasing self-service adoption.
Required: 5+ years leading digital customer support, customer experience, or member services teams with direct people management. Experience managing high-touch, premium, concierge, or white-glove support programs in digital/omnichannel environments. Strong coaching and team-building skills, data-driven decision-making, cross-functional partnership, and familiarity with digital support channels (chat, email, self-service, knowledge management, automation, AI-enabled experiences). Clear communication with frontline employees, peers, executives, and stakeholders, plus strong ownership and urgency in fast-paced environments.
