Manager, Member Care - Premium Experience & CLEAR1

RiverPark Ventures; New York (NY); Sur place; USD 110 000 - 130 000; Plein temps

Résumé du poste

CLEAR is building the secure identity platform of the future. The Manager, Member Care leads end-to-end digital member experiences for premium channels, guiding Team Leads and Specialists to deliver exceptional service, continuous improvement, and scalable operations.

Responsibilities include shaping support strategy, coaching leaders, monitoring SLAs across channels, and collaborating with Product and Engineering to elevate member journeys and outcomes.

Qualifications

• 5+ years leading digital customer support and member services.
• Experience with high-touch premium programs (concierge, VIP, CLEAR1).
• Strong coaching and development of frontline leaders.
• Using data and metrics to drive member experiences.
• Partnering with Product/Engineering to improve digital solutions.

Responsabilités

• Own the digital member support strategy and day-to-day operations for Premium Experience and CLEAR1.
• Lead, coach, and develop Team Leads and Specialists.
• Define and monitor SLAs across chat, email, messaging, and phone.
• Partner with Product, Engineering, Operations to enhance digital experiences.
• Establish and maintain support processes, escalation frameworks, and knowledge management.
• Build reporting frameworks and communicate performance trends to senior leadership.
• Serve as primary Member Care representative for Concierge and CLEAR1 initiatives.

Connaissances

Digital support

Customer experience

People management

Team leadership

Data-driven decisions

Cross-functional

Description du poste

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 43 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 is at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences.

The Manager, Member Care - Premium Experience & CLEAR1 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 Concierge, VIP, and CLEAR1 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 strategyand day-to-day operations for Premium Experience and CLEAR1 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 representative for Concierge and CLEAR1 initiatives, ensuring alignment between business priorities, digital experiences, and member outcome

How you’ll measure success:

• CSAT maintained at or above 4.5 (90%+) across Concierge, VIP, and CLEAR1 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, concierge, VIP, or 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 for this role is $110,000 - $130,000, depending on levels of skills and experience.

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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