Head of Service Ops & CX Excellence
RiverPark Ventures
Get a reply from this employer
Your resume and cover letter, tailored to exactly what they’re hiring for.
Benefits offered by this job
Job summary
CLEAR is building the secure identity platform of the future. The Senior Manager, Service Operations & Excellence will own the Member Care tech ecosystem, guiding Zendesk, AI automation, routing, and business rules to reduce friction and boost agent efficiency.
You will partner with Product, Engineering, and Business Operations to translate frontline feedback into prioritized improvements, drive operational readiness for new initiatives, and use data to optimize outcomes for CLEAR Members.
Qualifications
- 7+ years in contact center ops or CX tech enablement.
- Own complex service workflows and technology.
- Proficient with Zendesk, Salesforce, Sierra or similar.
- Translate frontline needs into clear requirements.
- Strong data skills with BI tools like Looker.
Responsibilities
- Own and optimize the Member Care tech ecosystem and workflows.
- Partner with Product, Engineering, and Operations to drive improvements.
- Monitor and improve AI-driven resolution, intents, routing, and quality.
- Lead operational readiness for new products and initiatives.
- Analyze data to reduce friction and scale improvements.
Skills
Tools
Job description
CLEAR is building the secure identity platform of the future. The Senior Manager, Service Operations & Excellence will own the Member Care tech ecosystem, guiding Zendesk, AI automation, routing, and business rules to reduce friction and boost agent efficiency.
You will partner with Product, Engineering, and Business Operations to translate frontline feedback into prioritized improvements, drive operational readiness for new initiatives, and use data to optimize outcomes for CLEAR Members.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
