Senior Director, Member Care

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

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.

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.

#LI-Onsite

Define and execute the long-term strategy for Member Care, scaling operations, automation, and service models to support CLEAR’s growth

Lead end-to-end Member Care operations, owning performance across service levels, quality, budget, and member experience outcomes

Drive automation and innovation initiatives, partnering with Product and Engineering to implement AI, self-service, and scalable support solutions

Serve as the voice of the member across the organization, leveraging data and insights to influence product roadmap, operational strategy, and business decisions

How you'll measure success:

Improvements in Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)