The Vice President, Member Experience - Aviation is responsible for the strategy and execution of CLEAR’s physical and digital member experience for our flagship CLEAR Plus product and other physical, in-person Aviation experience-based products. Overseeing both our Experience Design and Member Care teams, this leader will vertically own our service KPIs and drive innovation, optimization and a best-in-class service culture.
What you'll do:
- Strategic Leadership: Develop and implement a comprehensive member experience strategy aligned with CLEAR's mission and business objectives. Lead cross-functional teams to drive continuous improvement and innovation in member care and airport service experience.
- Member Care Management: Oversee the strategy of CLEAR's Member Care team, developing a roadmap to leverage self-service, automation and white glove escalation service to delight members. Develop KPIs and metrics to measure performance, drive revenue and accountability.
- Airport Service Strategy: Collaborate with airport leaders and internal stakeholders to design and implement best-in-class service experiences for CLEAR members at our locations nationwide. Continuously evaluate and enhance the end-to-end member journey.
- Process Optimization: Identify opportunities to streamline processes and improve operational efficiency within the Member Care and airport service operations. Implement scalable solutions to enhance the member experience while managing costs effectively.
- Continuous Improvement: Stay abreast of industry trends, best practices, and emerging technologies in customer experience and hospitality. Lead initiatives to continuously enhance CLEAR's offerings and stay ahead of customer expectations.
How you'll measure success:
- Quarterly Growth in Lane Experience and Ambassador Hospitality Scores derived from surveys
- Positive gains in brand health and consumer sentiment measures (NPS)
- Growth in Member Care quality and productivity KPIs including customer satisfaction, case volume per verification, and cost per case.
What you're great at:
- Seamlessly navigating between strategy development and tactical execution
- Setting a vision, communicating effectively and motivating buy-in from cross-functional teams
- Moving with a swift sense or urgency and prioritization to deploy focus and resources for maximum impact
- Analytical & design thinking– leveraging data and experimentation to make informed decisions.
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 $190,000 - $230,000, 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 25+ 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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