CX Operations Leader: Service Excellence & Automation

CLEAR; New York (NY); On-site; USD 145,000 - 175,000; Full time

Benefits offered by this job

Healthcare plans

Fertility & adoption support

Wellness stipend

OneMedical memberships

401(k) with employer match

Catered lunches

CLEAR Plus membership

Job summary

CLEAR is building the secure identity company of the future. The Senior Manager, Service Operations & Excellence will own and optimize the systems powering CLEAR’s Member Care organization, reporting to the Senior Director, Member Care.

You will partner with Product, Engineering, and Analytics to reduce friction, improve agent efficiency, and deliver better experiences for CLEAR Members. The role requires 7+ years in contact center operations and hands-on experience with Zendesk, Salesforce, and

Qualifications

• 7+ years in contact center operations or CX tech enablement.
• Experience configuring Zendesk, Sierra, Salesforce or similar.
• Strong data-driven decision making with BI tools (Looker or similar).
• Translating complex operational needs into clear requirements and partnering across teams.

Responsibilities

• Own and optimize the Member Care technology ecosystem, including Zendesk, conversational AI, automation, routing, workflows, and business rules.
• Serve as the primary operational partner between Member Care and Product, Engineering, and Business Operations.
• Drive performance of automated and conversational AI experiences by monitoring intent accuracy and workflow effectiveness.
• Lead operational readiness for new products, policies, features, and company initiatives.
• Identify and resolve operational friction through data analysis and pilots, scaling improvements.

Skills

Contact center operations

CX technology enablement

Program management

Operational excellence

Cross-functional collaboration

Tools

Zendesk

Sierra

Salesforce

Looker

Job description

CLEAR is building the secure identity company of the future. The Senior Manager, Service Operations & Excellence will own and optimize the systems powering CLEAR’s Member Care organization, reporting to the Senior Director, Member Care.

You will partner with Product, Engineering, and Analytics to reduce friction, improve agent efficiency, and deliver better experiences for CLEAR Members. The role requires 7+ years in contact center operations and hands-on experience with Zendesk, Salesforce, and