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Salary: USD 145,000 - 175,000 / annual
CLEAR is building a secure identity platform transforming how people live, work, and travel. With 43+ million members globally, CLEAR operates at the intersection of physical and digital identity verification.
You will own and optimize the systems, workflows, and digital tools powering CLEAR's Member Care organization. Reporting to the Senior Director of Member Care, you'll bridge frontline insights with Product and Technology capabilities to reduce friction, improve agent efficiency, and deliver better member experiences.
Key responsibilities:
- Own and continuously optimize the Member Care technology ecosystem, including Zendesk, conversational AI, automation, routing, workflows, and business rules, balancing hands-on execution with longer-term tooling roadmap
- Serve as the primary operational partner between Member Care and Product, Engineering, and Business Operations, translating frontline feedback and contact drivers into prioritized system, product, and workflow improvements
- Drive performance of automated and conversational AI experiences by monitoring intent accuracy, resolution quality, escalation paths, and workflow effectiveness
- Lead operational readiness for new products, policies, features, and company initiatives, ensuring Member Care tools, workflows, processes, and teams are prepared for seamless implementation
- Identify and resolve operational friction through data analysis, targeted pilots, and workflow testing, creating closed feedback loops with frontline teams and scaling improvements
Success metrics include: improvement in automated resolution and intent accuracy; reduction in agent workflow friction and manual effort; on-time operational readiness for new deployments; and delivery of technology and workflow enhancements that improve agent efficiency and member outcomes.
Requirements:
- 7+ years of experience in contact center operations, CX technology enablement, program management, or operational excellence, with experience owning complex service workflows and technology
- Hands-on experience configuring and optimizing contact center platforms, ticketing systems, and conversational AI or automation tools such as Zendesk, Sierra, Salesforce, or similar technologies
- Ability to translate complex operational needs into clear requirements and partner effectively across Product, Engineering, Analytics, and Operations
- Experience using data to diagnose operational friction and drive decisions, with familiarity with Looker or similar BI tools and strong understanding of contact center performance metrics
- Demonstrated ability to drive multiple cross-functional initiatives with strong program management, prioritization, communication, and execution in fast-moving environments
