Digital Member Care Lead — Premium Experience (VIP/CLEAR1)

CLEAR - Corporate; New York (NY); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Healthcare plans

401(k) with employer match

OneMedical memberships

Job summary

CLEAR is seeking a Manager, Member Care - Premium Experience & CLEAR1 in New York to lead the end-to-end digital member experience for high-touch channels. You will oversee Team Leads and Specialists supporting Concierge, VIP, and CLEAR1 members, driving service quality and continuous improvement across digital journeys.

You will partner with Product, Engineering, and Operations to advocate for member needs, define processes, and ensure scalable, data-driven experiences while maintaining a

Qualifications

• 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility
• Managing high-touch, premium, concierge, VIP, or white-glove support programs across digital and omnichannel environments
• Coaching and developing frontline leaders while building high-performing, accountable teams
• Using data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences
• Partnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver customer-focused digital solutions
• Experience supporting or optimizing digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiences
• Communicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholders
• Operating with a strong sense of ownership, accountability, and urgency in a fast-paced environment

Responsibilities

• Own the digital member support strategy and day-to-day operations for Premium Experience and CLEAR1 channels, ensuring exceptional service delivery and accountability for member and business outcomes
• Lead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planning
• Define, monitor, and improve SLAs across digital support channels, including chat, email, messaging, and phone
• Partner cross-functionally with Product, Engineering, Operations, and other stakeholders to advocate for member needs
• Establish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures
• Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership
• Serve as the primary Member Care representative for Concierge and CLEAR1 initiatives, ensuring alignment between business priorities and member outcomes

Job description

CLEAR is seeking a Manager, Member Care - Premium Experience & CLEAR1 in New York to lead the end-to-end digital member experience for high-touch channels. You will oversee Team Leads and Specialists supporting Concierge, VIP, and CLEAR1 members, driving service quality and continuous improvement across digital journeys.

You will partner with Product, Engineering, and Operations to advocate for member needs, define processes, and ensure scalable, data-driven experiences while maintaining a