Senior Manager, Service Operations & Excellence (Member Care)

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. The Senior Manager, Service Operations & Excellence will own and optimize the systems, workflows, and digital tools that power CLEAR’s Member Care organization. Reporting to the Senior Director, Member Care, you’ll connect frontline insights with Product and Technology capabilities to reduce friction, improve agent efficiency, and deliver better experiences for CLEAR Members. What you'll do: Own and continuously optimize the Member Care technology ecosystem, including Zendesk, conversational AI, automation, routing, workflows, and business rules, balancing hands-on execution with the longer-term tooling roadmap Serve as the primary operational partner between Member Care and Product, Engineering, and Business Operations, translating frontline feedback and contact drivers into prioritized system, product, and workflow improvements Drive performance of automated and conversational AI experiences by monitoring intent accuracy, resolution quality, escalation paths, and workflow effectiveness and identifying opportunities to improve true inquiry resolution Lead operational readiness for new products, policies, features, and company initiatives, ensuring Member Care tools, workflows, processes, and teams are prepared for seamless implementation Identify and resolve operational friction through data analysis, targeted pilots, and workflow testing, creating a closed feedback loop with frontline teams and scaling improvements that increase efficiency and strengthen the Member experience How you'll measure success: Improvement in automated resolution, intent accuracy, and workflow efficiency across Member Care technology Reduction in agent workflow friction, manual effort, and avoidable contacts through tooling and process improvements On-time operational readiness and successful deployment of new products, policies, features, and system changes Delivery and adoption of prioritized technology and workflow enhancements that improve agent efficiency and Member outcomes What you're great at: 7+ years of experience in contact center operations, CX technology enablement, program management, or operational excellence, with experience owning complex service workflows and technology Hands-on experience configuring and optimizing contact center platforms, ticketing systems, and conversational AI or automation tools such as Zendesk, Sierra, Salesforce, or similar technologies Translating complex operational needs into clear requirements and partnering effectively across Product, Engineering, Analytics, and Operations to move improvements from insight through execution Using data to diagnose operational friction and drive decisions, with experience in Looker or similar BI tools and a strong understanding of contact center performance metrics Driving multiple cross-functional initiatives with strong program management, prioritization, communication, and execution in a fast-moving environment 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 $145,000 - $175,000, 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. Qualified 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. 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. #LI-Onsite