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 30+ 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.
The Senior Director, Member Care leads the strategy and execution of CLEAR’s end-to-end member support across digital channels. This leader is responsible for driving service excellence, scaling operations, and delivering seamless experiences that directly impact member retention, satisfaction, and brand trust. As the voice of the customer, this leader partners cross-functionally to influence product innovation, optimize processes, and foster a culture of hospitality and operational rigor company-wide. A strong data and AI orientation is essential—this leader will leverage insights to inform strategy, measure impact, and continuously optimize the member experience.

• Execute CLEAR’s Member Care Strategy: Bring our member experience vision to life across digital support channels, driving satisfaction, loyalty, and trust through seamless, high-quality interactions
• Lead and Elevate Member Care Operations: Manage and scale a high-performing Member Care team, using AI, automation, self-service, and personalized support to enhance efficiency and deliver best-in-class service
• Optimize Processes for Scale: Streamline tools, workflows, and support models to improve speed, reduce friction, and control cost—without compromising quality
• Champion Continuous Improvement: Monitor trends and feedback to inform innovation. Act as the voice of the member across the organization, influencing product and service enhancements that reflect evolving needs
• Measure and Optimize Member Experience: Build and manage a data-driven framework to track KPIs like containment, resolution efficiency, conversion, and sentiment—using insights to refine strategy and improve outcomes