Reporting to the Senior Director, Member Experience, the Director of Member Care will be the ultimate advocate for our members, representing the voice of the customer throughout the organization. This position will be responsible for the daily operation of CLEAR’s contact centers and will manage a largely remote workforce to ensure that best-in-class quality service levels are achieved. This position will lead the coaching and development efforts for team consistency and growth at all levels, and will review and analyze opportunities for automation and continuous improvement.
What you'll do:
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Leadership
- Direct all aspects of Member Care operations to support policies, objectives, budget, and initiatives with a focus on member and employee experience
- Cultivate a knowledgeable, motivated, and inclusive team environment that translates directly into best-in-class quality service levels
- Ensure compliance to internal and external TSA PreCheck Enrollment Provided by CLEAR standard operating procedures
Development
- Responsible for overall Member Care team engagement through training, coaching, and mentoring of Member Care Team Leaders and frontline specialists
- Maintain and monitor performance, production, attendance and punctuality records
- Partner with People Team to optimize performance and compensation reviews driving employee development, recognition, and market consistency
Optimization
- Lead process improvement initiatives to implement state-of-the-art technology, with an emphasis on automation, to enhance customer experience and drive internal efficiency
- Leverage data analytics to identify, quantify, and influence internal product roadmap for case deflection and increased self-service account management
- Constantly review and evaluate workflow and key performance indicators for areas of improvement opportunity and adherence to quality standards
Partnership
- Partner with Product and Engineering to implement new processes and technology as CLEAR continues to launch new products and services
- Drive initiatives with Strategic Operations, Business Intelligence, and Workforce Management to optimize headcount, schedules, and tools
- Conduct regular business and voice of the customer reviews with cross functional internal stakeholders
Who You Are:
- 7+ years of leadership experience in contact center operations, and/or leadership experience in a consumer facing sector (i.e. hospitality, travel, retail, etc.), preferably in a subscription-based business
- Ability to lead, motivate, and direct the activities of the Member Care team in order to achieve objectives
- Experience creating project schedules and team goals, and holding a team accountable to completing assignments within established time frames and specifications
- Ability to build key relationships and influence across the organization
- Professional demeanor, excellent verbal and written communication skills, and comfort communicating analytical information to non-technical audiences
- You are indefatigable, have a continuous improvement mindset, thrive working in a fast paced environment, and willing to assist beyond your normal day-to-day responsibilities
- Ability to travel as needed
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 who are motivated by our mission of making experiences safer and easier. Our hybrid work environment provides flexibility. In our offices, you’ll enjoy benefits like meals and snacks. We invest in your well-being and learning & development with our stipend and reimbursement programs.
We offer holistic total rewards, including comprehensive healthcare plans, family building benefits (fertility and adoption/surrogacy support), flexible time off, free OneMedical memberships for you and your dependents, and a 401(k) retirement plan with employer match. The base salary range for this role is $140,000 - $160,000, 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 Units
About CLEAR
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 15+ 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.
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.
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