Manager - Member Care

About the role

CLEAR is building the secure identity company of the future, making experiences safer and easier—physically and digitally. As the Manager, Member Care - Premium Experience, you will lead the end-to-end digital member experience across CLEAR's highest-touch support channels, driving operational excellence, service quality, and continuous improvement.

Responsibilities

• 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 clear performance expectations, ongoing feedback, and career development planning
• Define, monitor, and improve service level agreements (SLAs) across digital support channels, including chat, email, messaging, and phone, with a focus on responsiveness, resolution quality, and member satisfaction
• Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and enhance digital experiences across the member lifecycle
• Establish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures that support consistency, scalability, and efficiency
• Leverage member feedback, operational data, digital engagement metrics, and frontline insights to identify opportunities for service enhancements, self-service capabilities, and process improvements
• Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership
• Serve as the primary Member Care leader ensuring alignment between business priorities, digital experiences, and member outcomes

How you'll measure success

• CSAT maintained at or above 4.5 (90%+) across support channels
• Measurable improvements in digital member satisfaction, retention, engagement, and service quality
• Team engagement, performance, retention, and succession readiness within Member Care
• Reduction in escalations, increased self-service adoption, improved operational efficiency, and documented process improvements

Requirements

• 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 programs across digital and omnichannel environments
• Proven ability to coach and develop frontline leaders while building high-performing, accountable teams
• Experience using data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences
• Ability to partner effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver customer-focused digital solutions
• Experience supporting or optimizing digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiences
• Strong communication skills with frontline employees, peer leaders, executives, and external stakeholders
• Operates with a strong sense of ownership, accountability, and urgency in a fast-paced environment

Benefits

• Catered lunches every day and fully stocked kitchens
• Holistic total rewards, including comprehensive healthcare plans
• Family-building benefits (fertility and adoption/surrogacy support)
• Flexible time off
• Annual wellness stipend
• Free OneMedical memberships for you and your dependents
• CLEAR Plus membership
• 401(k) retirement plan with employer match
• Learning & development stipends and reimbursement programs

Pay

The base salary range for this role is $110,000 - $130,000, depending on levels of skills and experience. The range represents the low and high end of CLEAR's salary range for this position. Salaries will vary depending on various factors including, but not limited to, location, education, skills, experience, and performance. Other rewards may include annual bonuses, commission, and Restricted Stock Units.