Senior Manager, Member Care

<p>Have you ever had that green-light feeling? When you hit every green light and the day just feels like magic. CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 30+ million passionate members and hundreds of partners around the world, CLEAR’s identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, and more seamless experiences - making them all feel like magic.</p> <p data-pm-slice="1 1 []">The Senior Manager, Member Care leads CLEAR’s contact center operations, translating our member-first philosophy into scalable systems, measurable performance, and exceptional service delivery. You will drive operational excellence across inbound and outbound support channels while building a high-performing, engaged team that delivers frictionless member experiences at scale.</p> <hr> <p><em><strong>What you'll do:</strong></em></p> <ul> <li>Lead day-to-day contact center operations across inbound, outbound, and digital channels, ensuring consistent, high-quality member support</li> <li>Drive SLA performance across key KPIs including speed to answer, resolution time, CSAT, quality scores, and escalation rates</li> <li>Optimize workforce planning, scheduling, and capacity forecasting to align staffing with demand and growth projections</li> <li>Develop and coach managers and frontline leaders, building a culture of accountability, engagement, and continuous improvement</li> <li>Partner cross-functionally with Product, Technology, Security, and Airport Operations to resolve systemic issues and elevate the end-to-end member experience</li> </ul> <p><em><strong>How you'll measure success:</strong></em></p> <ul> <li>Stabilization and sustained improvement of SLAs across core KPIs (speed to answer, first contact resolution, CSAT, quality scores)</li> <li>Measurable reduction in escalations, repeat contacts, and cost per case</li> <li>Strengthened team performance, engagement, and leadership bench depth</li> <li>Successful implementation of automation and process improvements that increase efficiency and scalability</li> <li>Improved forecasting accuracy and workforce utilization</li> </ul> <p><em><strong>What you're great at:</strong></em></p> <ul> <li>7+ years of complex call center or customer support leadership experience, including 3+ years leading managers or multi-site teams</li> <li>Scaling high-growth or tech-enabled support operations while improving performance metrics and team engagement</li> <li>Workforce management, forecasting, and contact center analytics with strong operational and financial acumen</li> <li>Leveraging CRM systems, ticketing platforms, QA tools, and automation technologies to drive efficiency</li> <li>Building structure and clarity in ambiguous or evolving environments</li> <li>Executive-level communication and stakeholder management across cross-functional partners</li> </ul> <p><em><strong>How You'll be Rewarded:</strong></em></p> <p>At CLEAR, we help YOU move forward - because when you’re at your best, we’re at our best. You’ll work with talented team members motivated by our mission of making experiences safer and easier. Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces. We also offer catered lunches every day and have fully stocked kitchens. Outside of the office, we invest in your well-being and learning development with stipends and reimbursement programs. </p> <p>We offer 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, a CLEAR Plus membership, and a 401(k) retirement plan with employer match. <span style="font-weight: 400;">The base salary ... (truncated, view full listing at source)