Senior Director, Member Care

<p>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.</p> <p data-pm-slice="1 1 []">The Senior Director, Member Care leads the strategy, performance, and evolution of CLEAR’s contact center operations, serving as the voice of the member across the organization. Reporting to the Vice President, Member Experience, this leader drives service excellence, scalability, and innovation across a largely remote workforce to improve member satisfaction, retention, and business outcomes.</p> <hr> <p><em><strong>What you'll do:</strong></em></p> <ul> <li>Define and execute the long-term strategy for Member Care, scaling operations, automation, and service models to support CLEAR’s growth</li> <li>Lead end-to-end Member Care operations, owning performance across service levels, quality, budget, and member experience outcomes</li> <li>Build and develop a high-performing leadership team, driving accountability, engagement, and consistency across a distributed workforce</li> <li>Drive automation and innovation initiatives, partnering with Product and Engineering to implement AI, self-service, and scalable support solutions</li> <li>Serve as the voice of the member across the organization, leveraging data and insights to influence product roadmap, operational strategy, and business decisions</li> </ul> <p><em><strong>How you'll measure success:</strong></em></p> <ul> <li>Improvements in Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)</li> <li>Reduction in cost per contact and increased automation-driven case deflection</li> <li>Improvements in retention metrics, including cancel-save conversion and churn reduction</li> <li>Performance against service level agreements (SLAs), quality assurance, and productivity targets</li> </ul> <p><em><strong>What you're great at:</strong></em></p> <ul> <li>12+ years of leadership experience in contact center operations or consumer-facing industries, preferably within subscription-based or service-driven businesses</li> <li>Defining and scaling customer support strategies in high-growth, complex environments</li> <li>Leading and developing leaders, building high-performing and engaged teams at scale</li> <li>Influencing cross-functional stakeholders and driving alignment across Product, Engineering, and Operations</li> <li>Using data to drive decisions, identify opportunities, and deliver measurable business impact</li> </ul> <p><em><strong>How You'll be Rewarded:</strong></em></p> <p>The total compensation range for this role is $225,000-300,000 depending on levels of skills and experience.<br><br>This range represents the combined base salary, annual bonus incentive, and new hire equity package (in Restricted Stock Units) for this position at CLEAR. Additionally, this role will be eligible for refresh equity grants as part of our ongoing compensation program. Actual compensation will vary based on factors including, but not limited to, location, education, skills, experience, and performance. All stock based compensation will be subject to the terms and conditions of applicable agreements.</p> <p><span style="font-size: 10pt;"><em><span style="font-weight: 400;">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.</span></em></span></p> <p><span style="font-size: 10pt;"><em><span style="font-weight: 400;">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.</span></em></span></p> <p><span style="font-size: 10pt; color: rgb(255, 255, 255);"><span style="font-weight: 400;">#LI-Onsite</span></span></p>