Operations Manager (AUS)

CLEAR; Austin (TX); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Bonus eligibility

PTO 3 weeks

Wellness stipend

401k match

Medical coverage

Dental coverage

Vision coverage

Pet insurance

Home insurance

Auto insurance

Disability & life insurance

Family planning

Bereavement leave

Emotional well-being support

Training & development

Free CLEAR memberships

Job summary

CLEAR is seeking an Operations Manager to join the airport leadership team and oversee daily operations of Ambassadors. You will be a hands-on coach for security, customer service and sales, reporting to the General Manager and spending 80% on the floor with customers.

The role requires 3+ years of leadership in customer-facing settings, top-notch interpersonal skills, and the ability to drive metrics while ensuring policy compliance. Non-traditional hours and a background check are required.

Qualifications

• At least 3 years of leadership in a customer-facing operation (retail, hospitality, etc).
• Excellent interpersonal and communication skills with the ability to motivate, mentor and influence others.
• Strong organizational skills and ability to manage multiple priorities in a changing environment.
• Experience with employee engagement, customer satisfaction, and compliance standards.
• Proficiency with daily technology in your work.
• Must successfully complete a government background investigation.
• Ability to stand/walk for extended periods of time.
• Availability to work non-traditional schedules (weekends, holidays, early mornings, evenings).

Responsibilities

• Support the General Manager in all essential duties for the efficient operation of the station, creating an environment in which Ambassadors can perform duties related to security, service and sales.
• Ensure CLEAR and TSA policy and procedures are conducted with high levels of security and integrity.
• Assist with recruitment, on-boarding, and development of Ambassadors while supporting a culture of continuous learning and development.
• Coach, mentor, and train the team to meet sales and customer service goals and standards.
• Assist with employee relations matters & investigations as needed.
• Analyze key metrics, customer feedback and on-the-floor observations to improve performance.
• Build and foster internal and external stakeholder relationships & serve as a trusted member of your local station leadership team.
• Spend at least 80% of time on the floor in a customer-facing environment at the airport.

Skills

Leadership experience

Interpersonal communication

Customer service excellence

Sales focus

Technology proficiency

Ability to stand long hours

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 Operations Manager will be a part of our airport leadership team, reporting to the General Manager and leading and driving the daily operations of a team of hourly Ambassadors. The ideal candidate for this position thrives in a fast-paced environment, and is a hands-on coach for security, customer service and sales.

Key Responsibilities Include:

• Support the General Manager in all essential duties for the efficient operation of the station, creating an environment in which Ambassadors are able to perform duties related to security, service and sales.
• Ensure CLEAR and TSA policy and procedures are conducted with the highest levels of security and integrity
• Assist with the recruitment, on-boarding, and development of Ambassadors while supporting a culture of continuous learning and development.
• Coach, mentor, and train the team to meet sales and customer service goals and standards
• Assist with employee relations matters & investigations as needed
• Analyze key metrics, customer feedback and direct "on the floor" observations to make informed decisions on how to improve team performance
• Build and foster internal and external stakeholder relationships & serve as a trusted member of your local station leadership team
• Spend at least 80% of time on the floor in a customer-facing environment at the airport

Ideal candidates will have:

• At least 3 years of leadership experience in a customer-facing operation (i.e. retail, restaurants, hospitality, rental cars).
• Excellent interpersonal and communication skills with the ability to motivate, mentor and influence others.
• Solid leadership and organizational skills, and ability to manage multiple priorities in an ever-changing environment
• Experience with employee engagement, customer satisfaction, sales and adhering to compliance standards.
• Proficiency in using technology daily in your work
• Required to successfully complete a government background investigation
• Ability to stand/walk for extended periods of time
• Ability to follow policies and procedures set forth by CLEAR, airport, state and federal regulations
• Availability to work a non-traditional schedule (i.e. weekends, holidays, early mornings, and/or evenings)

The base salary range for this role is $70,000 - $85,000 / year depending on level of skills and experience.

This range represents the base salary consistent with our current compensation program for this position at CLEAR. Actual compensation will vary based on factors including, but not limited to, location, education, skills, experience, and performance.

Perks of Being a Team Member at CLEAR!

• Competitive compensation structure with base and target bonus
• 3 weeks paid time off (inclusive of vacation & sick time), increasing with time in service and 10 company-paid holidays
• $100 monthly wellness stipend for health and fitness-related expenses
• 401k Retirement Plan with company match
• Comprehensive benefit offerings that include medical, dental, vision, pet, home, and auto insurance, company-paid disability and life insurance
• Family Planning benefits through KindBody
• Family, Military & Bereavement Leave Program
• Emotional Well Being Assistance
• Ongoing training & development programs to grow & advance your career with a growing company!
• Free CLEAR memberships for you and one other. Plus a discounted membership for three friends!

Terms and conditions of the benefit, including eligibility are detailed in the applicable benefit policy or plan and are subject to change without notice.

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.