Manager, Member Care - Premium Experience & CLEAR1

Responsibilities

• Own the member care strategy and day-to-day operations for Premium Experience and CLEAR1 support channels, ensuring exceptional service delivery and accountability for 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), including response times, resolution times, and member satisfaction across phone, chat, and email channels
• Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and drive service improvement
• Establish and maintain member care processes, escalation frameworks, quality standards, and operating procedures that support consistency and scalability
• Leverage member feedback, operational data, and frontline insights to identify opportunities for process improvement and service enhancements
• Build reporting frameworks and communicate performance trends, risks, and opportunities to senior leadership
• Serve as the primary Member Care representative for Concierge and CLEAR1 operational initiatives, ensuring alignment between business priorities and member experience outcomes
• How you'll measure success:
• CSAT maintained at or above 4.5 (90%+) across Concierge, VIP, and CLEAR1 service channels
• Measurable improvements in member satisfaction, retention, and service quality across premium support programs
• Team engagement, performance, retention, and succession readiness within Member Care
• Reduction in escalations, documented process improvements, and increased operational efficiency
• What you're great at:
• 5+ years of experience leading customer care, member services, hospitality, concierge, or operations teams with direct people management responsibility
• Managing high-touch, premium, concierge, VIP, or white-glove service programs with a strong focus on member experience
• Coaching and developing frontline leaders while building high-performing, accountable teams
• Using data, reporting, and operational metrics to identify trends, drive decisions, and improve performance
• Partnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver member-focused solutions
• Communicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholders
• Operating with a strong sense of ownership, accountability, and urgency in a fast-paced environment
• How You'll be Rewarded:
• Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin,

Benefits

Additional Information

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 38 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. Located in NYC, our headquarters offers close collaboration with and access to a hands-on senior leadership team. The Manager, Member Care - Concierge, Premium Experience & CLEAR1 is responsible for leading the end-to-end member experience across CLEAR's highest-touch support channels. This role oversees Team Leads and Specialists supporting Concierge, VIP, and CLEAR1 members while driving operational excellence, service quality, and continuous improvement across the member journey.

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