Manager - Member Care

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 building THE secure identity company of the future. Our mission is to make experiences safer and easier—physically and digitally. With more than 38 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences.

The Manager, Member Care - Premium Experience is responsible for leading the end-to-end digital member experience across CLEAR’s highest-touch support channels. This role oversees Team Leads and Specialists supporting members while driving operational excellence, service quality, and continuous improvement across digital support experiences, member journeys, and service operations.

What you'll do:

• Own the digital member support strategy and day-to-day operations for Premium Experience and channels, ensuring exceptional service delivery and accountability for member and business outcomes
• Lead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planning
• Define, monitor, and improve service level agreements (SLAs) across digital support channels, including chat, email, messaging, and phone, with a focus on responsiveness, resolution quality, and member satisfaction
• Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and enhance digital experiences across the member lifecycle
• Establish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures that support consistency, scalability, and efficiency
• Leverage member feedback, operational data, digital engagement metrics, and frontline insights to identify opportunities for service enhancements, self-service capabilities, and process improvements
• Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership
• Serve as the primary Member Care leader ensuring alignment between business priorities, digital experiences, and member outcome

How you'll measure success:

• CSAT maintained at or above 4.5 (90%+) across support channels
• Measurable improvements in digital member satisfaction, retention, engagement, and service quality
• Team engagement, performance, retention, and succession readiness within Member Care
• Reduction in escalations, increased self-service adoption, improved operational efficiency, and documented process improvements

What you're great at:

• 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility
• Managing high-touch, premium and white-glove support programs across digital and omnichannel environments
• Coaching and developing frontline leaders while building high-performing, accountable teams
• Using data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences
• Partnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver customer-focused digital solutions
• Experience supporting or optimizing digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiences
• Communicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholders
• Operating with a strong sense of ownership, accountability, and urgency in a fast-paced environment

How You'll be Rewarded: At CLEAR, we help YOU move forward - because when you’re at your best, we’re at our best. You’ll work with talented team members motivated by our mission of making experiences safer and easier. Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces. We also offer catered lunches every day and have fully stocked kitchens. Outside of the office, we invest in your well-being and learning & development with stipends and reimbursement programs.

We offer holistic total rewards, including comprehensive healthcare plans, family-building benefits (fertility and adoption/surrogacy support), flexible time off, annual wellness stipend, free OneMedical memberships for you and your dependents, a CLEAR Plus membership, and a 401(k) retirement plan with employer match.

The base salary range represents the low and high end of CLEAR’s salary range for this position. Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience and performance. The range listed is just one component of CLEAR’s total compensation package for employees and other rewards may include annual bonuses, commission, Restricted Stock Units.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment.

We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity.

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