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CLEAR // biometric identity platform
New York City, United States    Posted: Tuesday, September 28, 2021
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CLEAR helps create safer, easier experiences everywhere you go. We believe you are you & by using your biometrics your eyes, face, & fingerprints we keep you moving. Imagine a world where you can do virtually everything you need to breeze through the airport, buy a beer at the game, check-in at the doctors office, access your office building, & more without ever pulling out your wallet. CLEAR is currently available in 50+ airports, venues & more. Now with Health Pass, CLEAR securely connects a persons digital identity to multiple layers of COVID-related insights to help reduce public health risk & restore peace of mind.

Were defining & leading an entirely new industry, obsessing over our customers, & investing in great people to lead the way. Recently named on CNBCs Disruptor 50 List for the third year in a row & winner of the SXSW Interactive Innovation Award, CLEAR is providing frictionless experiences & technology for our partners & 7+ million members.

CLEAR is looking for a Senior Manager, Process Improvement within the customer service team who shares a passion for service excellence & continuous improvement of the member experience. Digital identity is the secular trend we are living & leading & the CLEAR member base continues to rapidly grow. The ideal candidate is strategic & self-driven, has strong verbal & written communication skills, & loves solving problems. You are passionate about CLEARs vision & you inspire others to achieve a higher standard of excellence for our members.

What You Will Do:

  • Develop, optimize & sustain business processes through collaborative design
  • Collaborate with business lines & SMEs, lead problem solving & surface opportunities & solutions to improve risk processes & create efficiencies
  • Collaborate & develop relationships with CLEAR stakeholders to identify & drive process improvement opportunities to achieve seamless customer experiences, & to manage implementation plans, metrics, controls, & technology requirements
  • Develop, synthesize, & communicate business process findings & make recommendations to CLEAR stakeholders
  • Manage & clarify delivery discrepancies on a weekly basis
  • Supervise external complaints from customers via Better Business Bureau
  • Develop AI Bot strategy to drive case deflection
  • Identify ways to provide opportunities for member self service
  • Contribute to the toolset used by the Process Improvement team based on experience & project findings
  • Build & enhance the capability of others through role modeling, training & coaching on control design & process improvement
  • Research best practices within & outside the organization to establish appropriate benchmarks
  • Establish a continuous improvement mindset across the Member Care function

Who You Are:

  • You have 5 or more years of experience in customer service or customer success
  • You have a data-driven mindset & practical knowledge of fundamental data analytics & project management
  • You have a hospitality mindset & high achieving attitude that inspires you to go above & beyond for your team & customers
  • You have at least 2 years of experience as a customer service team lead or manager & a proven track record of delivering well-executed projects & leading teams to success
  • You have experience with service delivery in public platforms like review websites & social media
  • Six Sigma or other a process improvement training required
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