Digital Member Care Lead – Premium Experience

RiverPark Ventures; Las Vegas (NV); Sur place; USD 120 000 - 170 000; Plein temps

Avantages offerts par ce poste

Catered lunches

Fully stocked kitchens

Healthcare plans

Well-being stipends

401(k) with employer match

CLEAR Plus membership

Résumé du poste

CLEAR is building the secure identity platform for safer, frictionless experiences. The Manager, Member Care leads end-to-end digital member experience across high-touch channels, overseeing Team Leads and Specialists to drive service quality and continuous improvement.

The role partners with Product, Engineering and Operations to shape member journeys, defines SLAs, and ensures scalable processes. Strong leadership and data-driven decision making are essential for success at CLEAR.

Qualifications

• 5+ years of experience leading digital customer support teams.
• Experience managing premium and white-glove support programs.
• Coaching frontline leaders and building high-performing teams.
• Using data and metrics to improve member experiences.
• Partnering with Product, Engineering and stakeholders to influence priorities.
• Experience with digital channels including chat, email, self-service, AI-enabled experiences.
• Strong communication with frontline staff, executives, and external partners.

Responsabilités

• Own the digital member support strategy and day-to-day operations for Premium Experience and channels, ensuring exceptional service delivery and accountability for member and business outcomes.
• Lead, coach, and develop Team Leads and Specialists with clear performance expectations and career development planning.
• Define, monitor, and improve SLAs across digital support channels (chat, email, messaging, phone).
• Partner with Product, Engineering, Operations to advocate for member needs and enhance digital experiences.
• Establish and maintain support processes, escalation frameworks, quality standards, and knowledge management.
• Leverage feedback and metrics to identify opportunities for self-service and process improvements.
• Build reporting frameworks and communicate performance trends to senior leadership.
• Serve as the primary Member Care leader aligning business priorities with digital experiences.

Connaissances

Digital customer support leadership

Omnichannel support

People management

Data-driven decision making

Cross-functional collaboration

Description du poste

CLEAR is building the secure identity platform for safer, frictionless experiences. The Manager, Member Care leads end-to-end digital member experience across high-touch channels, overseeing Team Leads and Specialists to drive service quality and continuous improvement.

The role partners with Product, Engineering and Operations to shape member journeys, defines SLAs, and ensures scalable processes. Strong leadership and data-driven decision making are essential for success at CLEAR.