Senior Director, Member Care

Описание вакансии

CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easier—physically and digitally. With more than 38 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences.

The Senior Director, Member Care leads the strategy, performance, and evolution of CLEAR’s contact center operations, serving as the voice of the member across the organization. Reporting to the Vice President, Member Experience, this leader drives service excellence, scalability, and innovation across a largely remote workforce to improve member satisfaction, retention, and business outcomes.

*What you'll do:*

• Define and execute the long-term strategy for Member Care, scaling operations, automation, and service models to support CLEAR’s growth
• Lead end-to-end Member Care operations, owning performance across service levels, quality, budget, and member experience outcomes
• Build and develop a high-performing leadership team, driving accountability, engagement, and consistency across a distributed workforce
• Drive automation and innovation initiatives, partnering with Product and Engineering to implement AI, self-service, and scalable support solutions
• Serve as the voice of the member across the organization, leveraging data and insights to influence product roadmap, operational strategy, and business decisions

*How you'll measure success:*

• Improvements in Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)
• Reduction in cost per contact and increased automation-driven case deflection
• Improvements in retention metrics, including cancel-save conversion and churn reduction
• Performance against service level agreements (SLAs), quality assurance, and productivity targets

*What you're great at:*

• 12+ years of leadership experience in contact center operations or consumer-facing industries, preferably within subscription-based or service-driven businesses
• Defining and scaling customer support strategies in high-growth, complex environments
• Leading and developing leaders, building high-performing and engaged teams at scale
• Influencing cross-functional stakeholders and driving alignment across Product, Engineering, and Operations
• Using data to drive decisions, identify opportunities, and deliver measurable business impact

*How You'll be Rewarded:*

At CLEAR, we help YOU move forward - because when you’re at your best, we’re at our best. You’ll work with talented team members motivated by our mission of making experiences safer and easier. Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces. We also offer catered lunches every day and have fully stocked kitchens. Outside of the office, we invest in your well-being and learning & development with stipends and reimbursement programs.

We offer holistic total rewards, including comprehensive healthcare plans, family-building benefits (fertility and adoption/surrogacy support), flexible time off, annual wellness stipend, free OneMedical memberships for you and your dependents, a CLEAR Plus membership, and a 401(k) retirement plan with employer match. The base salary range for this role is $140,000-200,000, depending on levels of skills and experience.

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

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.

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.

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