Manager, Digital Member Care & Experience

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

Benefits offered by this job

Healthcare plans

Fertility and adoption support

Flexible time off

Wellness stipend

OneMedical memberships

CLEAR Plus membership

401(k) with employer match

Job summary

CLEAR is building the secure identity company of the future. The Manager, Member Care leads the end-to-end digital member experience across CLEAR's high-touch support channels, guiding Team Leads and Specialists to deliver exceptional service and continuous improvement.

This role partners with Product, Engineering, and Operations to align on member needs and scalable processes. Success is measured by CSAT, digital member satisfaction and retention, and a high-performing team with strong

Qualifications

• 5+ years of experience leading digital customer support and service operations

Responsibilities

• Own the digital member support strategy and day-to-day operations.
• Lead and develop Team Leads and Specialists.
• Define and monitor SLAs across digital channels.
• Partner with Product, Engineering, Operations on member needs.
• Establish and maintain support processes and knowledge management.
• Build reporting frameworks and communicate performance to leadership

Skills

Digital customer support

People management

Data-driven decision making

Cross-functional collaboration

Omnichannel support

AI-enabled customer experiences

Job description

CLEAR is building the secure identity company of the future. The Manager, Member Care leads the end-to-end digital member experience across CLEAR's high-touch support channels, guiding Team Leads and Specialists to deliver exceptional service and continuous improvement.

This role partners with Product, Engineering, and Operations to align on member needs and scalable processes. Success is measured by CSAT, digital member satisfaction and retention, and a high-performing team with strong