Senior Manager, Member Care

CLEAR - Corporate•New York, NY

2d•Onsite

About The Position

Have you ever had that green-light feeling? When you hit every green light and the day just feels like magic. CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 30+ million passionate members and hundreds of partners around the world, CLEAR’s identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, and more seamless experiences - making them all feel like magic. The Senior Manager, Member Care leads CLEAR’s contact center operations, translating our member-first philosophy into scalable systems, measurable performance, and exceptional service delivery. You will drive operational excellence across inbound and outbound support channels while building a high-performing, engaged team that delivers frictionless member experiences at scale.

Requirements

7+ years of complex call center or customer support leadership experience, including 3+ years leading managers or multi-site teams
Scaling high-growth or tech-enabled support operations while improving performance metrics and team engagement
Workforce management, forecasting, and contact center analytics with strong operational and financial acumen
Leveraging CRM systems, ticketing platforms, QA tools, and automation technologies to drive efficiency
Building structure and clarity in ambiguous or evolving environments
Executive-level communication and stakeholder management across cross-functional partners

Responsibilities

Lead day-to-day contact center operations across inbound, outbound, and digital channels, ensuring consistent, high-quality member support
Drive SLA performance across key KPIs including speed to answer, resolution time, CSAT, quality scores, and escalation rates
Optimize workforce planning, scheduling, and capacity forecasting to align staffing with demand and growth projections
Develop and coach managers and frontline leaders, building a culture of accountability, engagement, and continuous improvement
Partner cross-functionally with Product, Technology, Security, and Airport Operations to resolve systemic issues and elevate the end-to-end member experience