Manager, Member Care — Premium Experience & CLEAR1

<div class="content-intro"><p>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.</p></div><p>The Manager, Member Care - Premium Experience &amp; CLEAR1 is responsible for leading 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 while driving operational excellence, service quality, and continuous improvement across digital support experiences, member journeys, and service operations.</p> <hr> <p><em><strong>What you'll do:</strong></em></p> <ul> <li>Own the digital member support strategy<strong> </strong>and day-to-day operations for Premium Experience and CLEAR1 channels, ensuring exceptional service delivery and accountability for member and business outcomes</li> <li>Lead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planning</li> <li>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</li> <li>Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and enhance digital experiences across the member lifecycle</li> <li>Establish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures that support consistency, scalability, and efficiency</li> <li>Leverage member feedback, operational data, digital engagement metrics, and frontline insights to identify opportunities for service enhancements, self-service capabilities, and process improvements</li> <li>Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership</li> <li>Serve as the primary Member Care representative for Concierge and CLEAR1 initiatives, ensuring alignment between business priorities, digital experiences, and member outcome</li> </ul> <p>&nbsp;</p> <p><em><strong>How you'll measure success:</strong></em></p> <ul> <li>CSAT maintained at or above 4.5 (90%+) across Concierge, VIP, and CLEAR1 support channels</li> <li>Measurable impro