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About the Role
The Manager, Member Care - Premium Experience & CLEAR1 leads the end-to-end digital member experience across CLEAR’s highest-touch support channels. This role oversees Team Leads and Specialists supporting Concierge, VIP, and CLEAR1 members, driving operational excellence, service quality, and continuous improvement.
Responsibilities
- Own the digital member support strategy and day-to-day operations for Premium Experience and CLEAR1 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 representative for Concierge and CLEAR1 initiatives, ensuring alignment between business priorities, digital experiences, and member outcomes.
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, concierge, VIP, or white-glove support programs across digital and omnichannel environments.
- Experience coaching and developing 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.
- Experience partnering 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.
- Experience communicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholders.
- Experience operating with a strong sense of ownership, accountability, and urgency in a fast-paced environment.
Skills
- Digital customer support
- Customer experience
- Member services
- Service operations
- People management
- High-touch support
- Premium support
- Concierge support
- VIP support
- White-glove support
- Omnichannel environments
- Coaching
- Team development
- Data analysis
- Reporting
- Customer insights
- Operational metrics
- Cross-functional collaboration
- Product management
- Engineering collaboration
- Digital support channels
- Chat support
- Email support
- Self-service optimization
- Knowledge management
- Automation
- AI-enabled customer experiences
- Clear communication
- Executive communication
- Ownership
- Accountability
- Urgency
- Fast-paced environment management
Location
- Onsite
Work Type
- Full-time
Experience Level
- Manager
- 5+ years of experience
Salary/Compensations
- $110,000 - $130,000
Benefits
- 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
- Catered lunches every day
- Fully stocked kitchens
- Investment in well-being and learning & development with stipends and reimbursement programs
About the Company
- CLEAR is building THE secure identity company of the future.
- Our mission is to make experiences safer and easier—physically and digitally.
- With more than 38 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel.
- Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences.
Equal Opportunity
- Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
- CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job.
- Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment.
- We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity.