Senior Manager, Member Success Operations

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 Success Operations, plays a key role in driving member retention and revenue growth by designing and optimizing workflows that combine automation with human support. Reporting into the Director, Member Success, this role lives in the data—surfacing real-time insights, refining AI-human interactions, and ensuring our service remains seamless, scalable, and human-centered.

What you'll do:

• Own the design, implementation, and ongoing optimization of  AI-human workflows (cancel-save, FAR, upsell) that reduce churn and increase revenue
• Analyze performance data daily to surface insights that improve member outcomes and refine automation-human collaboration
• Manage the ongoing configuration, testing, and tuning of CLEAR’s automation platforms (e.g., Sierra AI) to support scalable, personalized service
• Collaborate with the frontline, QA, and Training to ensure effective rollout, adoption, and feedback loops for all retention workflows
• Build and manage dashboards that track Key Performance Indicators (KPIs) such as containment rate, resolution efficiency, conversion, and member sentiment (containment, resolution, conversion, member sentiment)

How you'll measure success:

• Cancel-save conversion rate and overall churn reduction
• Effectiveness of AI-human transitions and escalation resolution
• Growth in Family Attach Rate (FAR) and upsell revenue
• Advisor adoption and execution of automation-enhanced workflows
• Improvements in CES, NPS, and CSAT tied to retention initiatives

What you're great at:

• A passion for blending automation and human expertise to enhance service
• ​​Passionate about leveraging new technology—including AI—to drive innovation, scale, and better member outcomes
• Strong analytical skills and bias for action – translating data into fast, effective improvements  
• Ability to simplify complexity and create scalable, frontline-friendly solutions 
• Proven success leading cross-functional collaboration & projects between product, ops, and frontline
• Sharp prioritization skills – you know how to focus on what drives measurable impact

How You'll be Rewarded:

At CLEAR, we help YOU move forward - because when you’re at your best, we’re at our best. You’ll work with talented team members motivated by our mission of making experiences safer and easier. Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces. We also offer catered lunches every day and have fully stocked kitchens. Outside of the office, we invest in your well-being and learning & development with stipends and reimbursement programs. 

We offer holistic total rewards, including comprehensive healthcare plans, family-building benefits (fertility and adoption/surrogacy support), flexible time off, annual wellness stipend, free OneMedical memberships for you and your dependents, a CLEAR Plus membership, and a 401(k) retirement plan with employer match. The base salary range for this role is $120,000-150,000, depending on levels of skills and experience.

The base salary range represents the low and high end of CLEAR’s salary range for this position. Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience and performance. The range listed is just one component of CLEAR’s total compensation package for employees and other rewards may include annual bonuses, commission, Restricted Stock Units

CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment.

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