Manager, Member Care

CLEAR•Orlando, FL

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. It owns the digital member support strategy and day-to-day operations for Premium Experience and channels, while ensuring alignment between business priorities, digital experiences, and member outcomes. The position establishes service standards, processes, and reporting practices; develops frontline leaders and specialists; and partners with Product, Engineering, Operations, and other stakeholders to improve the member experience. Success includes maintaining CSAT at or above 4.5 (90%+) across support channels, improving member satisfaction and service quality, building an engaged and capable team, reducing escalations, increasing self-service adoption, and improving operational efficiency. CLEAR describes its offices as bright and energetic, with an open concept, conference rooms, casual co-working spaces, catered lunches, and stocked kitchens. The company also describes a total rewards package that includes healthcare plans, family-building benefits, flexible time off, wellness and learning stipends or reimbursement programs, OneMedical memberships, CLEAR Plus membership, and a 401(k) retirement plan with employer match. Annual bonuses, commission, and Restricted Stock Units may also be part of compensation.

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, 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 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 digital support channels, including 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.