Manager, Member Care

CLEAR - Corporate•Orlando, FL

13h

About The Position

The Manager, Member Care leads the end-to-end digital member experience across CLEAR’s highest-touch support channels. The role oversees Team Leads and Specialists supporting members and drives operational excellence, service quality, and continuous improvement across digital support experiences, member journeys, and service operations. The manager owns day-to-day operations for Premium Experience and support channels, establishes service standards and processes, and aligns member needs with business priorities and digital experiences. Success is measured by maintaining CSAT at or above 4.5 (90%+) across support channels; improving digital member satisfaction, retention, engagement, and service quality; strengthening 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 and build high-performing, accountable teams.
Ability to use data, reporting, customer insights, and operational metrics to identify trends, guide decisions, and improve member experiences.
Ability to partner 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, 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, with accountability for member and business outcomes.
Lead, coach, and develop Team Leads and Specialists through performance expectations, feedback, and career development planning.
Define, monitor, and improve SLAs across chat, email, messaging, and phone, focusing on responsiveness, resolution quality, and member satisfaction.
Partner with Product, Engineering, Operations, and other stakeholders to advocate for member needs and improve digital experiences across the member lifecycle.
Establish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures.
Use member feedback, operational data, digital engagement metrics, and frontline insights to identify service enhancements, self-service opportunities, 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, aligning business priorities, digital experiences, and member outcomes.