Operations Manager (SJC)

About the role

You will be part of our airport leadership team, reporting to the General Manager and leading the daily operations of a team of hourly Ambassadors. The ideal candidate thrives in a fast-paced environment and is a hands-on coach for security, customer service, and sales.

Responsibilities

• Support the General Manager in all essential duties for the efficient operation of the station, creating an environment in which Ambassadors perform duties related to security, service, and sales.
• Ensure CLEAR and TSA policy and procedures are conducted with the highest levels of security and integrity.
• Assist with the recruitment, on-boarding, and development of Ambassadors while supporting a culture of continuous learning and development.
• Coach, mentor, and train the team to meet sales and customer service goals and standards.
• Assist with employee relations matters and investigations as needed.
• Analyze key metrics, customer feedback, and direct "on the floor" observations to make informed decisions on improving team performance.
• Build and foster internal and external stakeholder relationships and serve as a trusted member of your local station leadership team.
• Spend at least 80% of time on the floor in a customer-facing environment at the airport.

Requirements

• At least 3 years of leadership experience in a customer-facing operation (e.g., retail, restaurants, hospitality, rental cars).
• Excellent interpersonal and communication skills with the ability to motivate, mentor, and influence others.
• Solid leadership and organizational skills, and ability to manage multiple priorities in an ever-changing environment.
• Experience with employee engagement, customer satisfaction, sales, and adhering to compliance standards.
• Proficiency in using technology daily in your work.
• Required to successfully complete a government background investigation.
• Ability to stand/walk for extended periods of time.
• Ability to follow policies and procedures set forth by CLEAR, airport, state, and federal regulations.
• Availability to work a non-traditional schedule (e.g., weekends, holidays, early mornings, and/or evenings).

Pay

The total compensation range for this role is $78,500–$98,500 per year, depending on skills and experience. This range represents the combined base salary and incentive compensation. Actual compensation will vary based on factors including, but not limited to, location, education, skills, experience, and performance.

Benefits

• Competitive compensation structure with base and target bonus.
• 3 weeks paid time off (inclusive of vacation and sick time), increasing with time in service, plus 10 company-paid holidays.
• $100 monthly wellness stipend for health and fitness-related expenses.
• 401k Retirement Plan with company match.
• Comprehensive benefit offerings including medical, dental, vision, pet, home, and auto insurance, plus company-paid disability and life insurance.
• Family Planning benefits through KindBody.
• Paid Parental Leave.
• Family, Military, and Bereavement Leave Program.
• Emotional Well-Being Assistance.
• Ongoing training and development programs to grow and advance your career.
• Free CLEAR memberships for you and one other, plus a discounted membership for three friends.