Senior Digital Member Care Lead - Premium Experience

CLEAR; Las Vegas (NV); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare plan

Catered lunches

401(k) with employer match

Job summary

CLEAR is seeking a Manager, Member Care to lead the end-to-end digital member experience across its highest-touch support channels. You will oversee Team Leads and Specialists, driving operational excellence, service quality, and continuous improvement across member journeys and support operations.

You will partner with Product, Engineering, and Operations to advocate for member needs, establish scalable processes, and ensure high CSAT and low escalations.

Qualifications

• 5+ years of experience leading digital customer support or service operations teams with people management responsibility.
• Experience managing high-touch premium and omnichannel support programs across digital channels.
• Ability to coach frontline leaders and build high-performing, accountable teams.

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 with clear performance expectations.
• Define, monitor, and improve SLAs for chat, email, messaging, and phone to improve responsiveness and satisfaction.
• Partner with Product, Engineering, Operations, and other stakeholders to advocate for member needs.
• Establish and maintain support processes, escalation frameworks, and knowledge management practices.
• Leverage member feedback and metrics to identify opportunities for self-service and efficiency.
• Build reporting frameworks and communicate performance trends to senior leadership.
• Serve as the primary Member Care leader aligning business priorities with member outcomes.

Skills

Digital support leadership

People management

SLA management

Cross-functional collaboration

Customer experience

Data-driven decision making

Job description

CLEAR is seeking a Manager, Member Care to lead the end-to-end digital member experience across its highest-touch support channels. You will oversee Team Leads and Specialists, driving operational excellence, service quality, and continuous improvement across member journeys and support operations.

You will partner with Product, Engineering, and Operations to advocate for member needs, establish scalable processes, and ensure high CSAT and low escalations.