Operations Manager (ORD)

CLEAR - Field; Chicago (IL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation with base and

3 weeks paid time off

$100 monthly wellness stipend

401k with company match

Comprehensive benefits package

Family planning benefits

Job summary

CLEAR is seeking an Operations Manager to lead daily operations at our airport station, reporting to the General Manager. You will coach a team of hourly Ambassadors, drive security and service standards, recruit and onboard new staff, and optimize performance through data and feedback.

This role emphasizes hands-on leadership on the floor with a focus on customer experience and sales. The ideal candidate has 3+ years of leadership in customer-facing operations, strong communication skills, and

Qualifications

• 3+ years of leadership in a customer-facing operation.
• Excellent interpersonal and communication skills.
• Proven ability to coach, mentor and develop a team.
• Experience with employee engagement, customer satisfaction and compliance standards.

Responsibilities

• Support the General Manager in essential duties for efficient station operations.
• Maintain the highest security and integrity in line with CLEAR and TSA policy.
• Recruit, onboard and develop Ambassadors; foster learning culture.
• Coach and train the team to meet sales and customer service goals.
• Handle employee relations matters and investigations as needed.
• Analyze metrics and feedback to improve team performance.
• Build relationships with stakeholders and be a trusted part of station leadership.
• Spend at least 80% on the floor in a customer-facing environment.

Skills

Leadership

Customer service

Communication

Coaching/Mentoring

Recruiting/Onboarding

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 - $95,000 / year depending on level of skills and experience.

This range represents the combined base salary and incentive compensation 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.