Manager, Member Care

CLEAR•Las Vegas, NV

26d

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, driving operational excellence, service quality, and continuous improvement across digital support experiences, member journeys, and service operations. The manager owns the digital member support strategy and day-to-day operations for Premium Experience and channels, and serves as the primary Member Care leader to align business priorities, digital experiences, and member outcomes. 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.
Experience coaching and developing frontline leaders and building 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 digital member support strategy and day-to-day operations for Premium Experience and channels, ensuring service delivery and 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 service level agreements across digital support channels, including chat, email, messaging, and phone.
Partner with Product, Engineering, Operations, and other 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.
Use member feedback, operational data, digital engagement metrics, and frontline insights to identify service enhancements, self-service capabilities, and process improvements.
Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership.
Ensure alignment between business priorities, digital experiences, and member outcomes as the primary Member Care leader.