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. Located in NYC, our headquarters offers close collaboration with and access to a hands-on senior leadership team.

The Manager, Member Care - Concierge, Premium Experience & CLEAR1 is responsible for leading the end-to-end 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 the member journey.

What you'll do:

• Own the member care strategy and day-to-day operations for Premium Experience and CLEAR1 support channels, ensuring exceptional service delivery and accountability for business outcomes
• Lead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planning
• Define, monitor, and improve service level agreements (SLAs), including response times, resolution times, and member satisfaction across phone, chat, and email channels
• Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and drive service improvement
• Establish and maintain member care processes, escalation frameworks, quality standards, and operating procedures that support consistency and scalability
• Leverage member feedback, operational data, and frontline insights to identify opportunities for process improvement and service enhancements
• Build reporting frameworks and communicate performance trends, risks, and opportunities to senior leadership
• Serve as the primary Member Care representative for Concierge and CLEAR1 operational initiatives, ensuring alignment between business priorities and member experience outcomes

How you'll measure success:

• CSAT maintained at or above 4.5 (90%+) across Concierge, VIP, and CLEAR1 service channels
• Measurable improvements in member satisfaction, retention, and service quality across premium support programs
• Team engagement, performance, retention, and succession readiness within Member Care
• Reduction in escalations, documented process improvements, and increased operational efficiency

What you're great at:

• 5+ years of experience leading customer care, member services, hospitality, concierge, or operations teams with direct people management responsibility
• Managing high-touch, premium, concierge, VIP, or white-glove service programs with a strong focus on member experience
• Coaching and developing frontline leaders while building high-performing, accountable teams
• Using data, reporting, and operational metrics to identify trends, drive decisions, and improve performance
• Partnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver member-focused solutions
• 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. 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 $70,000 - $90,000, 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. 

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

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.

We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity.

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