Manager, Member Care - Premium Experience & CLEAR1
Core
Leading end-to-end digital member experience for high-touch support channels (Concierge, VIP, CLEAR1) to ensure exceptional service delivery and operational excellence.
Role type
Manager, Member Care (Premium Experience & CLEAR1)
Builds
Digital support experiences, member journeys, and service operations for premium members
Domain
Travel & Identity / Customer Experience
Deliverable
client delivery
Required skills
Digital customer support leadership, team coaching and development, SLA management, cross-functional partnership, process optimization, data-driven decision making, omnichannel support management
Preferred skills
Experience with AI-enabled customer experiences, self-service capability design, escalation framework creation
Technologies
Chat, email, messaging, phone, self-service platforms, knowledge management systems, AI-enabled tools
Responsibilities
Own digital member support strategy and day-to-day operations for Premium channels; Lead, coach, and develop Team Leads and Specialists; Define and monitor service level agreements (SLAs); Partner cross-functionally with Product and Engineering; Establish support processes and quality standards; Build reporting frameworks for senior leadership
Seniority
Manager, people leadership
