Airport Operations Lead - Customer Experience & Security

CLEAR; Austin (TX); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Bonus eligibility

PTO 3 weeks

Wellness stipend

401k match

Medical coverage

Dental coverage

Vision coverage

Pet insurance

Home insurance

Auto insurance

Disability & life insurance

Family planning

Bereavement leave

Emotional well-being support

Training & development

Free CLEAR memberships

Job summary

CLEAR is seeking an Operations Manager to join the airport leadership team and oversee daily operations of Ambassadors. You will be a hands-on coach for security, customer service and sales, reporting to the General Manager and spending 80% on the floor with customers.

The role requires 3+ years of leadership in customer-facing settings, top-notch interpersonal skills, and the ability to drive metrics while ensuring policy compliance. Non-traditional hours and a background check are required.

Qualifications

• At least 3 years of leadership in a customer-facing operation (retail, hospitality, etc).
• Excellent interpersonal and communication skills with the ability to motivate, mentor and influence others.
• Strong organizational skills and ability to manage multiple priorities in a changing environment.
• Experience with employee engagement, customer satisfaction, and compliance standards.
• Proficiency with daily technology in your work.
• Must successfully complete a government background investigation.
• Ability to stand/walk for extended periods of time.
• Availability to work non-traditional schedules (weekends, holidays, early mornings, evenings).

Responsibilities

• Support the General Manager in all essential duties for the efficient operation of the station, creating an environment in which Ambassadors can perform duties related to security, service and sales.
• Ensure CLEAR and TSA policy and procedures are conducted with high levels of security and integrity.
• Assist with recruitment, on-boarding, and development of Ambassadors while supporting a culture of continuous learning and development.
• Coach, mentor, and train the team to meet sales and customer service goals and standards.
• Assist with employee relations matters & investigations as needed.
• Analyze key metrics, customer feedback and on-the-floor observations to improve performance.
• Build and foster internal and external stakeholder relationships & serve as a trusted member of your local station leadership team.
• Spend at least 80% of time on the floor in a customer-facing environment at the airport.

Skills

Leadership experience

Interpersonal communication

Customer service excellence

Sales focus

Technology proficiency

Ability to stand long hours

Job description

CLEAR is seeking an Operations Manager to join the airport leadership team and oversee daily operations of Ambassadors. You will be a hands-on coach for security, customer service and sales, reporting to the General Manager and spending 80% on the floor with customers.

The role requires 3+ years of leadership in customer-facing settings, top-notch interpersonal skills, and the ability to drive metrics while ensuring policy compliance. Non-traditional hours and a background check are required.