Have you ever had that green-light feeling? When you hit every green light and the day just feels like magic. CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 30+ million passionate members and hundreds of partners around the world, CLEAR’s identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, and more seamless experiences - making them all feel like magic.
The Senior Director, Member Care leads the strategy and execution of CLEAR’s end-to-end member support across digital channels. This leader is responsible for driving service excellence, scaling operations, and delivering seamless experiences that directly impact member retention, satisfaction, and brand trust. As the voice of the customer, this leader partners cross-functionally to influence product innovation, optimize processes, and foster a culture of hospitality and operational rigor company-wide.
A strong data and AI orientation is essential—this leader will leverage insights to inform strategy, measure impact, and continuously optimize the member experience.
What you'll do:
- Execute CLEAR’s Member Care Strategy: Bring our member experience vision to life across digital support channels, driving satisfaction, loyalty, and trust through seamless, high-quality interactions
- Lead and Elevate Member Care Operations: Manage and scale a high-performing Member Care team, using AI, automation, self-service, and personalized support to enhance efficiency and deliver best-in-class service
- Optimize Processes for Scale: Streamline tools, workflows, and support models to improve speed, reduce friction, and control cost—without compromising quality
- Champion Continuous Improvement: Monitor trends and feedback to inform innovation. Act as the voice of the member across the organization, influencing product and service enhancements that reflect evolving needs
- Measure and Optimize Member Experience: Build and manage a data-driven framework to track KPIs like containment, resolution efficiency, conversion, and sentiment—using insights to refine strategy and improve outcomes
How you'll measure success:
- Cancel-save conversion rate and overall churn reduction
- Effectiveness of AI-human transitions and escalation resolution
- Growth in Family Attach Rate (FAR) and upsell revenue
- Advisor adoption and execution of automation-enhanced workflows
- Improvements in Customer Effort Score (CES), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT) tied to retention initiatives
What you're great at:
- 8+ years of hands-on leadership experience in consumer-facing industries
- Balancing strategic thinking with hands-on execution—able to set a clear vision, communicate it with influence, and drive alignment across cross-functional teams
- Data-driven and action-oriented to translate data into fast, effective improvements
- Experienced managing complex projects and team priorities with urgency, accountability, and a focus on measurable outcomes
- Passionate about leveraging emerging technology, including AI and automation, to drive innovation, scale, and elevate member experience
- Thrive in fast-paced environments with a proactive, solutions-oriented mindset and an excellent sense of ownership
- Willingness to travel as needed to support frontline teams and member experience execution
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 $180,000-$210,000, 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 UnitsCLEAR 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.
