Manager, Member Care

CLEAR - Corporate•Las Vegas, NV

14h

About The Position

The Manager, Member Care leads CLEAR’s end-to-end digital member experience across its highest-touch support channels. The role oversees Team Leads and Specialists who support members, driving operational excellence, service quality, and continuous improvement across digital support experiences, member journeys, and service operations. The position owns the strategy and day-to-day operations for Premium Experience and digital support channels, and is accountable for member and business outcomes. It establishes service standards, processes, escalation frameworks, and reporting, while using member feedback, operational data, engagement metrics, and frontline insights to improve service and digital experiences. The Manager partners with Product, Engineering, Operations, and other stakeholders, and communicates performance trends, risks, opportunities, and member insights to senior leadership. Success is measured by maintaining CSAT of at least 4.5 (90%+) across support channels; improving member satisfaction, retention, engagement, and service quality; supporting team engagement, performance, retention, and succession readiness; and reducing escalations while increasing self-service adoption, operational efficiency, and documented process improvements.

Requirements

At least 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, and white-glove support programs across digital and omnichannel environments.
Ability to coach and develop frontline leaders while building high-performing, accountable teams.
Ability to use data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences.
Ability to partner 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.
Clear and confident communication with frontline employees, peer leaders, executives, and external stakeholders.
Strong ownership, accountability, and urgency in a fast-paced environment.

Responsibilities

Own the digital member support strategy and day-to-day operations for Premium Experience and support 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 across chat, email, messaging, and phone, focusing on responsiveness, resolution quality, and member satisfaction.
Partner 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.
Use 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 leader, ensuring alignment between business priorities, digital experiences, and member outcomes.

Benefits

Comprehensive healthcare plans.
Family-building benefits, including fertility and adoption/surrogacy support.
Flexible time off.
Annual wellness stipend.
Free OneMedical memberships for the employee and dependents.
CLEAR Plus membership.
401(k) retirement plan with employer match.
Learning and development stipends and reimbursement programs.
Catered lunches and fully stocked kitchens at the offices.
Annual bonuses, commission, and Restricted Stock Units may be included in total compensation.