Senior Manager, Member Care Operations & Automation

CLEAR - Corporate; New York (NY); On-site; USD 145,000 - 175,000; Full time

Job summary

CLEAR is building the secure identity platform of the future, serving over 43 million Members. The Senior Manager, Service Operations & Excellence will own and optimize the Member Care technology ecosystem, balancing hands-on execution with the long-term tooling roadmap.

The role reports to the Senior Director, Member Care and partners with Product, Engineering, and Business Operations to reduce friction and improve experiences.

Qualifications

• 7+ years of experience in contact center operations or CX technology enablement.
• Hands-on experience configuring contact center platforms and automation tools such as Zendesk, Sierra, Salesforce, or similar technologies.
• Translating complex operational needs into clear requirements and partnering across Product, Engineering, Analytics, and Operations to implement improvements.
• Using data to diagnose operational friction and drive decisions with BI tools like Looker.

Responsibilities

• Own and optimize the Member Care technology ecosystem (Zendesk, AI, automation, routing, workflows, business rules).
• Partner between Member Care and Product, Engineering, and Business Operations to translate frontline feedback into system and workflow improvements.
• Improve automated and conversational AI experiences by monitoring accuracy and resolution quality.
• Lead operational readiness for new products, policies, features, and company initiatives.
• Identify and resolve operational friction through data analysis and targeted pilots.

Skills

Contact center operations

Program management

Operational excellence

Data-driven decisions

Cross-functional collaboration

Customer experience

Tools

Zendesk

Sierra

Salesforce

Looker

Job description

CLEAR is building the secure identity platform of the future, serving over 43 million Members. The Senior Manager, Service Operations & Excellence will own and optimize the Member Care technology ecosystem, balancing hands-on execution with the long-term tooling roadmap.

The role reports to the Senior Director, Member Care and partners with Product, Engineering, and Business Operations to reduce friction and improve experiences.