Senior Manager, Service Operations & Excellence (Member Care)

NYHQFull-time$145k2026-10-13 → 2026-11-10

On-site

Core

Own and optimize the systems, workflows, and digital tools powering CLEAR's Member Care organization to reduce friction and improve agent efficiency.

Role type

Senior Manager, Service Operations & Excellence

Builds

Member Care technology ecosystem, automated and conversational AI experiences, operational workflows

Domain

Identity verification, Contact Center Operations, Customer Experience (CX)

Required skills

Contact center operations, CX technology enablement, program management, Zendesk configuration, Conversational AI optimization, Data analysis (Looker), Cross-functional partnership

Preferred skills

Experience with Sierra, Salesforce, Workflow testing, Pilot management

Technologies

Zendesk, Sierra, Salesforce, Looker, Conversational AI

Responsibilities

Optimize Member Care technology ecosystem and workflows; Partner with Product and Engineering to translate frontline feedback into system improvements; Drive performance of automated and conversational AI experiences; Lead operational readiness for new products and features; Identify and resolve operational friction through data analysis

Seniority

Senior Manager, hands-on IC

About CLEAR

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.