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CLEAR // biometric identity platform
New York City, United States    Posted: Thursday, April 21, 2022
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Founded in 2010, CLEARs mission is to create frictionless experiences. With more than 10 million members & hundreds of partners across 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 - making everyday experiences easier, more secure, & more seamless. Since day one, CLEAR has been committed to privacy done right. Members are always in control of their own information, & we never sell member data.

Reporting to the VP of Member Sales & Service, the Director of Member Care Operations will be the ultimate advocate for our members, being diligent in their pursuit of finding the best ways to improve our Member Experience. This position directs CLEARs contact centers daily operations, ensuring that consistent quality service levels are achieved. This position will lead coaching & development efforts ensuring staff consistency & development at all levels, & will review & analyze production & service level reporting to always search for improvements.

What You Will Do:

  • Lead & manage the Member Care Operations team & develop a strong, knowledgeable, proactive team environment
  • Develop & propose new ideas to continually improve the member experience to ensure that CLEAR is best in class- continuously evaluating workflow & identifying opportunities to drive improvements in overall service levels, transactional efficiencies & cost management
  • Develop tasks & work assignments, clearly define objectives, & give operational direction with applied knowledge of alternatives & decision-making experience
  • Manage, coach, & provide leadership to operation managers, team leaders, & specialists to achieve goals with an emphasis on continual learning & professional development, providing daily feedback to all team members on performance & goal achievement
  • Responsible for overall employee engagement through training, coaching, & mentoring of the leadership & front-line team members
  • Partners with Strategic Operations Manager to determine required headcount, team member schedules, & tools required to achieve service level & members experience targets
  • Manage the operational budget for Member Care
  • Prepare performance management tools for team leads & review performance management methods for front line team members
  • Implement new processes, procedures & technologies as needed
  • Maintain & monitor performance, production, attendance & punctuality records, reviews & appraisals for staff
  • Monitor & ensure adherence to company quality monitoring goal

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.)
  • Ability to lead, motivate, & direct the activities of a 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
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