Manager, Member Care — Premium Experience & CLEAR1

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. Located in NYC, our headquarters offers close collaboration with and access to a hands-on senior leadership team. The Manager, Member Care - Concierge, Premium Experience & CLEAR1 is responsible for leading the end-to-end member experience across CLEAR’s highest-touch support channels. This role oversees Team Leads and Specialists supporting Concierge, VIP, and CLEAR1 members while driving operational excellence, service quality, and continuous improvement across the member journey. What you'll do: Own the member care strategy and day-to-day operations for Premium Experience and CLEAR1 support channels, ensuring exceptional service delivery and accountability for business outcomes Lead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planning Define, monitor, and improve service level agreements (SLAs), including response times, resolution times, and member satisfaction across phone, chat, and email channels Partner cross-functionally with Product, Engineering, Ope