Premium Member Care Lead, Digital Experience

CLEAR; New York (NY); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Healthcare plans

Wellness stipend

Free OneMedical memberships

401(k) with employer match

Family-building support

Job summary

CLEAR is seeking a Manager, Member Care - Premium Experience & CLEAR1 to lead the end-to-end digital member experience across CLEAR’s highest-touch support channels, overseeing Team Leads and Specialists while driving operational excellence and continuous improvement.

You will own the digital member support strategy, define SLAs for chat, email, messaging, and phone, and partner with Product, Engineering, and Operations to enhance member journeys and service quality.

Qualifications

• 5+ years leading digital customer support or member services teams.
• Experience with high-touch, premium or VIP programs.
• Ability to analyze data and translate insights into improvements.
• Strong collaboration with product, engineering, and operations.
• Excellent communication with diverse stakeholders.

Responsibilities

• Own the digital member support strategy and day-to-day operations for Premium Experience and CLEAR1 channels.
• Lead, coach, and develop Team Leads and Specialists through clear performance expectations and feedback.
• Define, monitor, and improve SLAs across digital channels (chat, email, messaging, phone).
• Partner with Product, Engineering, Operations to enhance digital experiences across the lifecycle.
• Establish and maintain support processes, escalation frameworks, and knowledge management.
• Build reporting frameworks and communicate performance trends to senior leadership.

Skills

Digital customer support

Customer experience

People management

Data-driven decisions

Cross-functional partnership

Omnichannel support

Tools

Knowledge management systems

Automation

AI-enabled experiences

Job description

CLEAR is seeking a Manager, Member Care - Premium Experience & CLEAR1 to lead the end-to-end digital member experience across CLEAR’s highest-touch support channels, overseeing Team Leads and Specialists while driving operational excellence and continuous improvement.

You will own the digital member support strategy, define SLAs for chat, email, messaging, and phone, and partner with Product, Engineering, and Operations to enhance member journeys and service quality.