Senior Director, Member Care

Job description

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. 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. What you'll do: - 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 - Build and develop a high-performing leadership team, driving accountability,...