Head of Digital Member Care

CLEAR - Corporate; Las Vegas (NV); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Catered lunches

Fully stocked kitchens

Wellness stipend

Healthcare plans

401(k) with employer match

CLEAR Plus membership

Job summary

CLEAR is seeking a Manager, Member Care to lead the end-to-end digital member experience across premium support channels. This role oversees Team Leads and Specialists, driving operational excellence and continuous improvement in member journeys and service operations.

You will build metrics, SLAs, and processes to ensure exceptional service delivery, member satisfaction, and scalable support operations.

Qualifications

• 5+ years of experience leading digital customer support or member services teams.
• Experience managing premium/high-touch support programs across digital channels.
• Ability to coach frontline leaders and build accountable teams.
• Experience using data, insights, and metrics to improve member experiences.
• Partner with Product/Engineering to drive customer-focused digital solutions.

Responsibilities

• Own the digital member support strategy and day-to-day operations for Premium Experience.
• Lead and develop Team Leads and Specialists with clear performance expectations.
• Define and monitor SLAs across chat, email, messaging, and phone channels.
• Collaborate with Product, Engineering and Operations to enhance digital experiences.
• Establish processes, escalation frameworks, and knowledge management practices.
• Leverage feedback and metrics to identify service improvements and self-service opportunities.
• Build reporting on performance trends and communicate to senior leadership.
• Serve as the primary Member Care leader aligning business priorities with member outcomes.

Skills

Digital support

Team leadership

SLA management

Cross-functional collaboration

Data-driven decisions

Job description

CLEAR is seeking a Manager, Member Care to lead the end-to-end digital member experience across premium support channels. This role oversees Team Leads and Specialists, driving operational excellence and continuous improvement in member journeys and service operations.

You will build metrics, SLAs, and processes to ensure exceptional service delivery, member satisfaction, and scalable support operations.