Manager, Member Care
Las Vegas, Nevada, United States On-site
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About the role
The Manager, Member Care is responsible for leading the end-to-end digital member experience across CLEAR’s highest-touch support channels. This role oversees Team Leads and Specialists supporting members while driving operational excellence, service quality, and continuous improvement across digital support experiences, member journeys, and service operations. We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity.
What you'll bring
- 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility
- Managing high-touch, premium and white-glove support programs across digital and omnichannel environments
- Coaching and developing frontline leaders while building high-performing, accountable teams
- Using data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences
- Partnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver customer-focused digital solutions
- Experience supporting or optimizing digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiences
- Communicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholders
- Operating with a strong sense of ownership, accountability, and urgency in a fast-paced environment