Manager, Member Care

Responsibilities

• Own the digital member support strategy and day-to-day operations for Premium Experience and CLEAR1 channels
• Lead, coach, and develop Team Leads and Specialists through clear performance expectations and career development
• Define, monitor, and improve service level agreements (SLAs) across chat, email, messaging, and phone
• Partner cross-functionally with Product, Engineering, and Operations to advocate for member needs
• Establish support processes, escalation frameworks, quality standards, and knowledge management practices
• Leverage member feedback and operational data to identify opportunities for service enhancements and self-service capabilities
• Build reporting frameworks to communicate performance trends and member insights to senior leadership

Requirements

• 5+ years of experience leading digital customer support, customer experience, or service operations teams
• Experience managing high-touch, premium, concierge, or VIP support programs
• Proven track record of coaching and developing frontline leaders
• Ability to use data and operational metrics to drive decisions and improve member experiences
• Experience optimizing digital support channels such as chat, email, and AI-enabled customer experiences
• Strong communication skills for interacting with executives and external stakeholders
• Ability to operate with ownership and urgency in a fast-paced environment

About the Company

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.