{"id":1549906,"url":"https://alion.io/job/clear-manager-member-care","title":"Manager, Member Care","company":{"id":6864,"name":"CLEAR","domain":"clearme.com","url":"https://alion.io/company/clear-corporate","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":79,"open_postings":6,"ghost_share":0,"stale_share":0.833,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-03T05:45:00Z"}},"role":"Leadership","role_family":"Leadership","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Orlando, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":118000,"max_usd":234000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":87},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-09-30T17:36:58Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-04T00:58:21Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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 43 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.\nThe 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.\nWhat you'll do:\nOwn the digital member support strategy and day-to-day operations for Premium Experience and channels, ensuring exceptional service delivery and accountability for member and business outcomes\nLead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planning\nDefine, monitor, and improve service level agreements (SLAs) across digital support channels, including chat, email, messaging, and phone, with a focus on responsiveness, resolution quality, and member satisfaction\nPartner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and enhance digital experiences across the member lifecycle\nEstablish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures that support consistency, scalability, and efficiency\nLeverage member feedback, operational data, digital engagement metrics, and frontline insights to identify opportunities for service enhancements, self-service capabilities, and process improvements\nBuild reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership\nServe as the primary Member Care leader ensuring alignment between business priorities, digital experiences, and member outcome\nHow you'll measure success:\nCSAT maintained at or above 4.5 (90%+) across support channels\nMeasurable improvements in digital member satisfaction, retention, engagement, and service quality\nTeam engagement, performance, retention, and succession readiness within Member Care\nReduction in escalations, increased self-service adoption, improved operational efficiency, and documented process improvements\nWhat you're great at:\n5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility\nManaging high-touch, premium and white-glove support programs across digital and omnichannel environments\nCoaching and developing frontline leaders while building high-performing, accountable teams\nUsing data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences\nPartnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver customer-focused digital solutions\nExperience supporting or optimizing digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiences\nCommunicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholders\nOperating with a strong sense of ownership, accountability, and urgency in a fast-paced environment\nHow You'll be Rewarded:\nAt 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.\nWe 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.\nThe 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.\nQualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.\nCLEAR 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.\nWe 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.","description_format":"text","description_chars":6027,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual bonuses","Flexible time off","Restricted stock units","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Fraud Detection","Mobile Games","Gift Cards & Loyalty Programs"],"lifecycle":[{"event":"open","at":"2026-09-30T23:59:24Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":33,"reasons":["conf:8","velocity","win:early"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/clear-manager-member-care","json_url":"https://alion.io/job/clear-manager-member-care.json","meta":{"generated_at":"2026-10-04T02:04:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2842,"day_limit":5000,"remaining_today":2158,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}