Reporting to the Senior Director, Member Experience, the Director of Member Care will be the ultimate advocate for our members, representing the voice of the customer throughout the organization. This position is based in our New York Corporate office & will be responsible for the daily operation of CLEARs contact centers & will manage a largely remote workforce to ensure that best-in-class quality service levels are achieved. This position will lead the coaching & development efforts for team consistency & growth at all levels, & will review & analyze opportunities for automation & continuous improvement.

What you'll do:

• Leadership

  • Direct all aspects of Member Care operations to support policies, objectives, budget, & initiatives with a focus on member & employee experience
  • Cultivate a knowledgeable, motivated, & inclusive team environment that translates directly into best-in-class quality service levels
  • Ensure compliance to internal & external TSA PreCheck Enrollment Provided by CLEAR standard operating procedures

  Development

  • Responsible for overall Member Care team engagement through training, coaching, & mentoring of Member Care Team Leaders & frontline specialists
  • Maintain & monitor performance, production, attendance & punctuality records
  • Partner with People Team to optimize performance & compensation reviews driving employee development, recognition, & market consistency

  Optimization

  • Lead process improvement initiatives to implement state-of-the-art technology, with an emphasis on automation, to enhance customer experience & drive internal efficiency
  • Leverage data analytics to identify, quantify, & influence internal product roadmap for case deflection & increased self-service account management
  • Constantly review & evaluate workflow & key performance indicators for areas of improvement opportunity & adherence to quality standards

  Partnership

  • Partner with Product & Engineering to implement new processes & technology as CLEAR continues to launch new products & services
  • Drive initiatives with Strategic Operations, Business Intelligence, & Workforce Management to optimize headcount, schedules, & tools
  • Conduct regular business & voice of the customer reviews with cross functional internal stakeholders 

Who You Are:

• 7+ years of leadership experience in contact center operations, and/or leadership experience in a consumer facing sector (i.e. hospitality, travel, retail, etc.), preferably in a subscription-based business
• Ability to lead, motivate, & direct the activities of the Member Care team in order to achieve objectives 
• Experience creating project schedules & team goals, & holding a team accountable to completing assignments within established time frames & specifications
• Ability to build key relationships & influence across the organization
• Professional demeanor, excellent verbal & written communication skills, & comfort communicating analytical information to non-technical audiences
• You are indefatigable, have a continuous improvement mindset, thrive working in a fast paced environment, & willing to assist beyond your normal day-to-day responsibilities
• Ability to travel as needed

How You'll be Rewarded:

At CLEAR we help YOU move forward - because when youre at your best, were at our best. Youll work with talented team members who are motivated by our mission of making experiences safer & easier. Our hybrid work environment provides flexibility. In our offices, youll enjoy benefits like meals & snacks. We invest in your well-being & learning & development with our stipend & reimbursement programs. 

We offer holistic total rewards, including comprehensive healthcare plans, family building benefits (fertility & adoption/surrogacy support), flexible time off, free OneMedical memberships for you & your dependents, & a 401(k) retirement plan with employer match. The base salary range for this role is $140,000 - $160,000, depending on levels of skills & experience.

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

About CLEAR

Have you ever had that green-light feeling? When you hit every green light & the day just feels like magic. CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 15+ million passionate members & hundreds of partners around the world, CLEARs identity platform is transforming the way people live, work, & travel. Whether its at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, & more seamless experiences - making them all feel like magic.

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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