Lead Product Manager, Member Care

CLEAR - Corporate•New York, NY

3h•Onsite

About The Position

CLEAR is building THE secure identity company of the future, with a mission to make experiences safer and easier, both physically and digitally. With over 38 million Members and a growing network of partners, CLEAR's secure identity platform is transforming how people live, work, and travel, enabling frictionless experiences at airports, stadiums, and in everyday life. In this role, you will be responsible for owning and elevating CLEAR’s end-to-end Member Care experience across all support channels. This involves building AI-powered products designed to drive faster resolution, higher member satisfaction, and improved operational efficiency. You will play a key role in shaping how members interact with CLEAR when they require assistance, collaborating cross-functionally to deliver support experiences that are scalable, secure, and intuitive.

Requirements

8+ years of product management experience, including building customer support, CX platforms, or operational tooling
Proven track record owning and delivering products in complex, high-volume environments
Experience with AI-driven support solutions (e.g., conversational AI, agent assist, routing, or automation)
Strong data fluency, including experimentation, funnel analysis, and operational metrics
Exceptional cross-functional collaboration and ability to translate complex technical and operational concepts into clear product strategy

Responsibilities

Own the product vision and roadmap for Member Care platforms, including agent tooling, member self-service, workflows, and system integrations
Build and scale AI-powered support experiences, including virtual assistants, intelligent routing, agent-assist tools, and proactive outreach
Partner closely with Member Care Operations and frontline teams to translate workflows, policies, and pain points into product requirements and experiments
Drive end-to-end product execution with Engineering, Design, Data, Security, and Legal, ensuring high standards for reliability, compliance, and scalability
Use data, experimentation, and member and agent insights to prioritize investments, improve performance, and continuously enhance the support experience

Benefits

Work with talented team members motivated by our mission of making experiences safer and easier.
Offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces.
Catered lunches every day and fully stocked kitchens.
Invest in your well-being and learning & development with stipends and reimbursement programs.
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
A 401(k) retirement plan with employer match
Annual bonuses
Commission
Restricted Stock Units