Manager, Member Care

Overview

As Manager, Member Care, you lead the end-to-end digital member experience for premium support channels. You'll guide Team Leads and Specialists to deliver high-quality service and achieve member and business outcomes. You'll define SLAs, streamline processes, and partner with Product, Engineering, and Operations to improve digital journeys. You drive continuous improvement and align digital support with CLEAR's mission of frictionless, safer experiences for members.

Compensation / Benefits

• comprehensive healthcare plans
• fertility and adoption/surrogacy support
• flexible time off
• wellness stipend
• oneMedical memberships for dependents
• CLEAR Plus membership

Responsibilities

• Own the digital member support strategy and day-to-day operations for Premium Experience across chat, email, messaging, and phone
• Lead, coach, and develop Team Leads and Specialists with clear performance expectations and career development plans
• Define and monitor SLAs to optimize responsiveness, resolution quality, and member satisfaction
• Collaborate cross-functionally with Product, Engineering, Operations, and stakeholders to enhance digital member experiences
• Establish and maintain support processes, escalation frameworks, knowledge management, and standard operating procedures
• Use member feedback and operational metrics to identify opportunities for self-service and process improvements
• Build reporting frameworks and communicate performance trends and risks to senior leadership
• Serve as primary Member Care leader aligning business priorities, digital experiences, and member outcomes

Key requirements

• 5+ years leading digital customer support or related teams with people management responsibility
• Experience managing high-touch, premium and omnichannel support programs
• Coaching and developing frontline leaders to build high-performing teams
• Data-driven decision making using customer insights and operational metrics
• Partnership with Product, Engineering, and cross-functional stakeholders to deliver digital solutions
• Experience with digital support channels, self-service, knowledge management, and automation or AI-enabled experiences
• Clear and confident communication with frontline staff, peers, executives, and external stakeholders
• Ownership mindset and urgency in a fast-paced environment

• communication
• leadership
• ownership
• digital support channels (chat, email, self-service)
• knowledge management
• operational metrics and reporting