Digital Member Experience Lead

Secure Identity, LLC.; Orlando (FL); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Healthcare plans

Fertility and adoption support

401(k) with employer match

Annual wellness stipend

OneMedical memberships

Job summary

CLEAR is seeking a Manager, Member Care to lead the end-to-end digital member experience across premium channels. You will oversee Team Leads and Specialists, ensuring exceptional service delivery and accountability for member outcomes.

Responsibilities include defining SLAs, coaching leaders, partnering with Product and Engineering, and driving continuous improvements using member and operational data. This role sits onsite in the United States with a focus on premium digital experiences.

Qualifications

• 5+ years leading digital customer support or service ops teams.
• Experience with premium/white-glove support programs.
• Proven ability to improve CSAT, retention, and self-service adoption.

Responsibilities

• Own the digital member support strategy and day-to-day operations.
• Coach and develop Team Leads and Specialists.
• Define and monitor SLAs across chat, email, phone and messaging.
• Partner with Product, Engineering, and Operations to align member needs.
• Build reporting frameworks and present performance trends to leadership.
• Lead process improvements and knowledge management initiatives.

Skills

Digital customer support

People management

Cross-functional collaboration

Data-driven decision making

Omnichannel support

Tools

CRM systems

Analytics tools

Job description

CLEAR is seeking a Manager, Member Care to lead the end-to-end digital member experience across premium channels. You will oversee Team Leads and Specialists, ensuring exceptional service delivery and accountability for member outcomes.

Responsibilities include defining SLAs, coaching leaders, partnering with Product and Engineering, and driving continuous improvements using member and operational data. This role sits onsite in the United States with a focus on premium digital experiences.