Manager, Member Care — Premium Experience & CLEAR1

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 Manager, Member Care - Premium Experience CLEAR1 is responsible for leading the end-to-end digital member experience across CLEAR’s highest-touch support channels. This role oversees Team Leads and Specialists supporting Concierge, VIP, and CLEAR1 members while driving operational excellence, service quality, and continuous improvement across digital support experiences, member journeys, and service operations.

What You'Ll Do

5 (90%+) across Concierge, VIP, and CLEAR1 support channels Measurable improvements in digital member satisfaction, retention, engagement, and service quality Team engagement, performance, retention, and succession readiness within Member Care Reduction in escalations, increased self-service adoption, improved operational efficiency, and documented process improvements What you're great at: 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility Managing high-touch, premium, concierge, VIP, or white-glove support programs across digital and omnichannel environments Coaching and developing frontline leaders while building high-performing, accountable teams Using data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences Partnering 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 Communicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholders Operating with a strong sense of ownership, accountability, and urgency in a fast-paced environment How You'll be Rewarded: At CLEAR, we help YOU move forward - because when you’re at your best, we’re at our best.