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CLEAR // biometric identity platform
New York City, United States    Posted: Friday, December 13, 2019
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CLEARs mission is to strengthen security & create frictionless experiences for consumers. We believe you are you & by using your biometrics - your fingerprints, eyes, & face - 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 or phone. Now in 60+ airports & other venues nationwide, you are your ID, credit card, ticket, reservation & more with CLEAR.

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 & winner of the SXSW Interactive Innovation Award, we're working tirelessly to create frictionless customer experiences for our 4+ million members across the country.

The Partner Operations Manager of Field Technology is a key role for CLEARs growth & expansion with strategic partners. This person will manage & support CLEARs technology infrastructure with partners that are implementing the CLEAR platform to provide frictionless customer experience. You will join a highly technical team dedicated to ensuring technology stability & reliability for our partners & members. We are looking for a customer-focused technologist who thrives in fast-paced, complex environments with the ability to problem-solve independently while thinking & working strategically as part of a larger team.

What You Will Do:

  • Provide overall leadership & direction-setting for technology support at CLEAR partner deployments to ensure the highest levels of reliability & quality
  • Oversee the build, maintainainance, & support of CLEAR hardware (kiosks, biometric peripherals) at partner locations, managing contractors & / or junior team members, & acting as an individual contributor when needed
  • Identify & resolve partner deployment technology issues, working across teams at CLEAR to remediate complex technical challenges on a timely basis
  • Create & manage dashboards & alerts to proactively monitor partner deployment health
  • Prepare & deliver training & reference guides to enable partner & CLEAR employees to troubleshoot common issues
  • Collaborate with engineering & product teams to identify high-impact product features & improve stability reliability, & quality
  • Build & maintain relationships with technology support teams at partners to ensure seamless end-to-end support for customers
  • Manage & control IT inventory for all assigned locations coordinating with vendors when/where required
  • Monitor & maintain the latest software & application patches

Who You Are:

  • 5+ years of applicable experience, including in-person & remote support experience
  • Demonstrated success in providing exceptional service to internal & external customers
  • Experience with Splunk or other monitoring & alerting platforms
  • Strong communicator with exceptional ability to interact with technical & non-technical end-users
  • Ability to execute flawlessly in a rapid-paced environment with multiple priorities
  • Deep technical knowledge of network infrastructure setup, maintenance, & troubleshooting -- Cisco/Meraki preferred
  • Expert knowledge of Windows 10 including Group Policy, imaging, patching, & troubleshooting
  • A self-directed & collaborative team member who prioritizes customer experience above everything else
  • A proactive technologist who can identify trends & recommend solutions to improve the overall CLEAR experience for employees & members
  • Ability to travel to locations across the US, as needed
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