Senior Director, Member Care

The Senior Director, Member Care at CLEAR leads the strategy, performance, and evolution of the company'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.

Key responsibilities include defining and executing the long-term strategy for Member Care, scaling operations, automation, and service models to support CLEAR’s growth. The role involves leading end-to-end Member Care operations, owning performance across service levels, quality, budget, and member experience outcomes. Additionally, the Senior Director will build and develop a high-performing leadership team, drive automation and innovation initiatives, and serve as the voice of the member across the organization, leveraging data and insights to influence product roadmap, operational strategy, and business decisions.

The ideal candidate will have over 12 years of leadership experience in contact center operations or consumer-facing industries, preferably within subscription-based or service-driven businesses. They should have a proven track record in defining and scaling customer support strategies in high-growth, complex environments, leading and developing leaders, building high-performing and engaged teams at scale, and influencing cross-functional stakeholders. Strong data-driven decision-making skills are essential.

Compensation for this role includes a base salary range of $140,000 to $200,000, depending on levels of skills and experience. CLEAR offers comprehensive healthcare plans, family-building benefits, flexible time off, an annual wellness stipend, free OneMedical memberships for employees and their dependents, a CLEAR Plus membership, and a 401(k) retirement plan with employer match.

CLEAR is committed to creating a frictionless world by using identity to make experiences safer and easier. With over 38 million members and a growing network of partners, CLEAR is transforming the way people live, work, and travel. The company fosters a collaborative and innovative culture, providing opportunities for professional growth and development.