Senior Manager, Premium Digital Member Care

Secure Identity, LLC.; Las Vegas (NV); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Catered lunches

Fully stocked kitchens

Wellness/education stipends

Healthcare plans

Family-building benefits

Flexible time off

OneMedical memberships

401(k) with employer match

Job summary

CLEAR seeks a Manager, Member Care to lead end-to-end digital member experiences across premium channels. You will oversee Team Leads and Specialists, driving service quality and operational excellence across chat, email, messaging, and phone.

Partner with Product, Engineering, and Operations to advocate for member needs, build scalable processes, and improve self-service. You will define SLAs, measure CSAT targets, and report performance to executives.

Qualifications

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

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 and career development plans.
• Define, monitor, and improve SLAs across digital channels (chat, email, messaging, phone) for responsiveness and satisfaction.
• Partner cross-functionally with Product, Engineering, Operations and stakeholders to enhance member experiences.
• Establish and maintain support processes, escalation frameworks, quality standards, and knowledge management practices.
• Use member feedback and metrics to identify opportunities for service improvements and self-service capabilities.
• 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.

Skills

Digital customer support leadership

Omnichannel support experience

People management

Data-driven decisions

Cross-functional collaboration

Tools

Chat platforms

Email

Self-service tools

Knowledge management systems

Job description

CLEAR seeks a Manager, Member Care to lead end-to-end digital member experiences across premium channels. You will oversee Team Leads and Specialists, driving service quality and operational excellence across chat, email, messaging, and phone.

Partner with Product, Engineering, and Operations to advocate for member needs, build scalable processes, and improve self-service. You will define SLAs, measure CSAT targets, and report performance to executives.