Director, Digital Member Care — Premium Experience

CLEAR - Operations; Orlando (FL); On-site; USD 110,000 - 140,000; Full time

Job summary

CLEAR is seeking a Manager, Member Care - Premium Experience to lead the end-to-end digital member experience across our highest-touch support channels. You will oversee Team Leads and Specialists, drive operational excellence, and align member outcomes with business goals.

You will partner with Product, Engineering, and Operations to enhance digital experiences across the member lifecycle, establish processes, SLAs, and knowledge management, and build reporting on performance and insights.

Qualifications

• 5+ years leading digital customer support or service operations teams.
• Experience with premium/white-glove support programs.
• Strong analytical skills and stakeholder management.

Responsibilities

• Own the digital member support strategy and day-to-day operations for Premium Experience and channels.
• Lead, coach, and develop Team Leads and Specialists through clear performance expectations.
• Define, monitor, and improve SLAs across chat, email, messaging, and phone channels.
• Partner with Product, Engineering, and Operations to advocate for member needs.
• Establish and maintain support processes, escalation frameworks, and knowledge management.

Skills

Digital leadership

Customer experience

Data-driven decisions

Cross-functional collaboration

Job description

CLEAR is seeking a Manager, Member Care - Premium Experience to lead the end-to-end digital member experience across our highest-touch support channels. You will oversee Team Leads and Specialists, drive operational excellence, and align member outcomes with business goals.

You will partner with Product, Engineering, and Operations to enhance digital experiences across the member lifecycle, establish processes, SLAs, and knowledge management, and build reporting on performance and insights.