Senior Manager, Service Operations & Excellence (Member Care)

CLEAR - Corporate•New York, NY

15h•$145,000 - $175,000•Onsite

About The Position

The Senior Manager, Service Operations & Excellence will own and optimize the systems, workflows, and digital tools that power CLEAR’s Member Care organization. Reporting to the Senior Director, Member Care, you’ll connect frontline insights with Product and Technology capabilities to reduce friction, improve agent efficiency, and deliver better experiences for CLEAR Members.

Requirements

7+ years of experience in contact center operations, CX technology enablement, program management, or operational excellence, with experience owning complex service workflows and technology
Hands-on experience configuring and optimizing contact center platforms, ticketing systems, and conversational AI or automation tools such as Zendesk, Sierra, Salesforce, or similar technologies
Translating complex operational needs into clear requirements and partnering effectively across Product, Engineering, Analytics, and Operations to move improvements from insight through execution
Using data to diagnose operational friction and drive decisions, with experience in Looker or similar BI tools and a strong understanding of contact center performance metrics
Driving multiple cross-functional initiatives with strong program management, prioritization, communication, and execution in a fast-moving environment

Responsibilities

Own and continuously optimize the Member Care technology ecosystem, including Zendesk, conversational AI, automation, routing, workflows, and business rules, balancing hands-on execution with the longer-term tooling roadmap
Serve as the primary operational partner between Member Care and Product, Engineering, and Business Operations, translating frontline feedback and contact drivers into prioritized system, product, and workflow improvements
Drive performance of automated and conversational AI experiences by monitoring intent accuracy, resolution quality, escalation paths, and workflow effectiveness and identifying opportunities to improve true inquiry resolution
Lead operational readiness for new products, policies, features, and company initiatives, ensuring Member Care tools, workflows, processes, and teams are prepared for seamless implementation
Identify and resolve operational friction through data analysis, targeted pilots, and workflow testing, creating a closed feedback loop with frontline teams and scaling improvements that increase efficiency and strengthen the Member experience