Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Senior Manager, Service Operations & Excellence (Member Care) role.
Rezi rewrites your resume against CLEAR - Corporate's job description. Free.
Tailor your resume to this Senior Manager, Service Operations & Excellence (Member Care) role.
Rezi rewrites your resume against CLEAR - Corporate's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Senior Manager, Service Operations & Excellence (Member Care) posting at CLEAR - Corporate — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Senior Manager, Service Operations & Excellence (Member Care) posting at CLEAR - Corporate — free, in seconds.
About the Role
The Senior Manager, Service Operations & Excellence will own and optimize the systems, workflows, and digital tools that power CLEAR’s Member Care organization. This role connects frontline insights with Product and Technology capabilities to reduce friction, improve agent efficiency, and deliver better experiences for CLEAR Members.
Responsibilities
- Own and continuously optimize the Member Care technology ecosystem, including Zendesk, conversational AI, automation, routing, workflows, and business rules, balancing hands-on execution with the longer-term tooling roadmap
- Serve as the primary operational partner between Member Care and Product, Engineering, and Business Operations, translating frontline feedback and contact drivers into prioritized system, product, and workflow improvements
- Drive performance of automated and conversational AI experiences by monitoring intent accuracy, resolution quality, escalation paths, and workflow effectiveness and identifying opportunities to improve true inquiry resolution
- Lead operational readiness for new products, policies, features, and company initiatives, ensuring Member Care tools, workflows, processes, and teams are prepared for seamless implementation
- Identify and resolve operational friction through data analysis, targeted pilots, and workflow testing, creating a closed feedback loop with frontline teams and scaling improvements that increase efficiency and strengthen the Member experience
Requirements
- 7+ years of experience in contact center operations, CX technology enablement, program management, or operational excellence, with experience owning complex service workflows and technology
- Hands-on experience configuring and optimizing contact center platforms, ticketing systems, and conversational AI or automation tools such as Zendesk, Sierra, Salesforce, or similar technologies
- Translating complex operational needs into clear requirements and partnering effectively across Product, Engineering, Analytics, and Operations to move improvements from insight through execution
- Using data to diagnose operational friction and drive decisions, with experience in Looker or similar BI tools and a strong understanding of contact center performance metrics
- Driving multiple cross-functional initiatives with strong program management, prioritization, communication, and execution in a fast-moving environment
Skills
- Zendesk
- Conversational AI
- Automation
- Routing
- Workflows
- Business rules
- Looker
- BI tools
- Contact center performance metrics
- Program management
- Prioritization
- Communication
- Execution
Location
- Onsite
Work Type
- Onsite
Experience Level
- Senior
Salary/Compensations
- $145,000 - $175,000
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
- A CLEAR Plus membership
- 401(k) retirement plan with employer match
- Catered lunches every day
- Fully stocked kitchens
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 43 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.