Senior Manager, Digital Member Care

Secure Identity, LLC.; Orlando (FL); Presencial; USD 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Healthcare benefits

401(k) with employer match

Wellness stipend

Resumo da oferta

CLEAR is seeking a Manager, Member Care to lead the end-to-end digital member experience across premium channels. You will oversee Team Leads and Specialists, drive service quality, and shape member journeys with cross-functional partners to optimize outcomes.

You will measure success via CSAT, satisfaction, engagement, and reduced escalations, while shaping scalable processes and knowledge management to support rapid improvements.

Qualificações

• 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility.
• Experience managing high-touch, premium and white-glove support across digital and omnichannel environments.
• Strong ability to coach frontline leaders and build high-performing teams.
• A data-driven approach using metrics to improve member experiences and decisions.

Responsabilidades

• Own the digital member support strategy and day-to-day operations for Premium Experience and channels, ensuring exceptional service delivery and accountability for member and business outcomes
• Lead, coach, and develop Team Leads and Specialists through performance expectations and career development planning
• Define, monitor, and improve SLAs across digital channels including chat, email, messaging, and phone
• Partner with Product, Engineering, Operations to advocate for member needs and enhance digital experiences
• Establish and maintain support processes, escalation frameworks, quality standards, and knowledge management
• Leverage feedback and data to identify opportunities for self-service and process improvements
• Build reporting frameworks and communicate performance trends and risks to senior leadership
• Serve as the primary Member Care leader ensuring alignment between business priorities and member outcomes

Conhecimentos

Leadership

Digital support

Data-driven

Cross-functional

Communication

Descrição da oferta de emprego

CLEAR is seeking a Manager, Member Care to lead the end-to-end digital member experience across premium channels. You will oversee Team Leads and Specialists, drive service quality, and shape member journeys with cross-functional partners to optimize outcomes.

You will measure success via CSAT, satisfaction, engagement, and reduced escalations, while shaping scalable processes and knowledge management to support rapid improvements.