Senior Director, Member Care

CLEAR - Corporate•New York, NY

6d•$140,000 - $200,000•Onsite

About The Position

CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easier—physically and digitally. With more than 38 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences. The Senior Director, Member Care leads the strategy, performance, and evolution of CLEAR’s contact center operations, serving as the voice of the member across the organization. Reporting to the Vice President, Member Experience, this leader drives service excellence, scalability, and innovation across a largely remote workforce to improve member satisfaction, retention, and business outcomes.

Requirements

12+ years of leadership experience in contact center operations or consumer-facing industries, preferably within subscription-based or service-driven businesses
Defining and scaling customer support strategies in high-growth, complex environments
Leading and developing leaders, building high-performing and engaged teams at scale
Influencing cross-functional stakeholders and driving alignment across Product, Engineering, and Operations
Using data to drive decisions, identify opportunities, and deliver measurable business impact

Responsibilities

Define and execute the long-term strategy for Member Care, scaling operations, automation, and service models to support CLEAR’s growth
Lead end-to-end Member Care operations, owning performance across service levels, quality, budget, and member experience outcomes
Build and develop a high-performing leadership team, driving accountability, engagement, and consistency across a distributed workforce
Drive automation and innovation initiatives, partnering with Product and Engineering to implement AI, self-service, and scalable support solutions
Serve as the voice of the member across the organization, leveraging data and insights to influence product roadmap, operational strategy, and business decisions