Airport Operations Lead: On‑Floor Customer Experience

CLEAR - Field; Anchorage (AK); On-site; USD 73,000 - 85,000; Full time

Benefits offered by this job

Base + target bonus

3 weeks PTO

Wellness stipend

401k match

Medical, dental, vision

Family planning

Leave program

Well being support

Free CLEAR memberships

Job summary

CLEAR is seeking an Operations Manager to join the airport leadership team, reporting to the General Manager and guiding daily operations of a team of hourly Ambassadors in a fast-paced, hands-on coaching role for security, customer service and sales.

You will spend the majority of time on the floor, recruiting and developing Ambassadors, coaching the team to meet sales and service goals, analyzing metrics and building stakeholder relationships while upholding CLEAR and TSA policies.

Qualifications

• At least 3 years of leadership experience in a customer-facing operation.
• Excellent interpersonal and communication skills to motivate and influence others.
• Solid leadership and organizational skills with ability to manage multiple priorities.
• Experience with employee engagement, customer satisfaction, sales and compliance.
• Ability to stand/walk for extended periods and follow applicable policies.

Responsibilities

• Support the General Manager in duties for efficient station operation, enabling Ambassadors to perform security, service and sales tasks.
• Ensure CLEAR and TSA policies and procedures meet high security and integrity standards.
• Assist with recruitment, onboarding, and development of Ambassadors with a culture of learning.
• Coach, mentor, and train the team to meet sales and customer service goals.
• Assist with employee relations matters and investigations as needed.
• Analyze metrics and customer feedback to improve team performance.
• Build relationships with internal and external stakeholders as a trusted station leader.
• Spend at least 80% of time on the floor in a customer-facing environment at the airport.

Skills

Leadership

Customer service

Communication

Mentoring

Job description

CLEAR is seeking an Operations Manager to join the airport leadership team, reporting to the General Manager and guiding daily operations of a team of hourly Ambassadors in a fast-paced, hands-on coaching role for security, customer service and sales.

You will spend the majority of time on the floor, recruiting and developing Ambassadors, coaching the team to meet sales and service goals, analyzing metrics and building stakeholder relationships while upholding CLEAR and TSA policies.