Director of Member Care Operations
Founded in 2010, CLEAR's mission is to create frictionless experiences. With more than 10 million members and hundreds of partners across 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 - making everyday experiences easier, more secure, and more seamless. Since day one, CLEAR has been committed to privacy done right. Members are always in control of their own information, and we never sell member data. Reporting to the VP of Member Sales & Service, the Director of Member Care Operations will be the ultimate advocate for our members, being diligent in their pursuit of finding the best ways to improve our Member Experience. This position directs CLEAR's contact center's daily operations, ensuring that consistent quality service levels are achieved. This position will lead coaching and development efforts ensuring staff consistency and development at all levels, and will review and analyze production and service level reporting to always search for improvements. What You Will Do:
Lead and manage the Member Care Operations team and develop a strong, knowledgeable, proactive team environment Develop and propose new ideas to continually improve the member experience to ensure that CLEAR is best in class- continuously evaluating workflow and identifying opportunities to drive improvements in overall service levels, transactional efficiencies & cost management Develop tasks and work assignments, clearly define objectives, and give operational direction with applied knowledge of alternatives and decision-making experience Manage, coach, and provide leadership to operation managers, team leaders, and specialists to achieve goals with an emphasis on continual learning and professional development, providing daily feedback to all team members on performance and goal achievement Responsible for overall employee engagement through training, coaching, and mentoring of the leadership and front-line team members Partners with Strategic Operations Manager to determine required headcount, team member schedules, and tools required to achieve service level and members experience targets Manage the operational budget for Member Care Prepare performance management tools for team leads and review performance management methods for front line team members Implement new processes, procedures and technologies as needed Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff Monitor and ensure adherence to company quality monitoring goal Who You Are:
7
years of leadership experience in contact center operations, and/or leadership experience in a consumer facing sector (i.e. hospitality, travel, retail, etc.) Ability to lead, motivate, and direct the activities of a team in order to achieve objectives Experience creating project schedules and team goals, and holding a team accountable to completing assignments within established time frames and specifications Ability to build key relationships and influence across the organization Professional demeanor, excellent verbal and written communication skills, and comfort communicating analytical information to non-technical audiences You are indefatigable, have a continuous improvement mindset, thrive working in a fast paced environment, and willing to assist beyond your normal day-to-day responsibilities Ability to travel as needed.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Lead and manage the Member Care Operations team and develop a strong, knowledgeable, proactive team environment Develop and propose new ideas to continually improve the member experience to ensure that CLEAR is best in class- continuously evaluating workflow and identifying opportunities to drive improvements in overall service levels, transactional efficiencies & cost management Develop tasks and work assignments, clearly define objectives, and give operational direction with applied knowledge of alternatives and decision-making experience Manage, coach, and provide leadership to operation managers, team leaders, and specialists to achieve goals with an emphasis on continual learning and professional development, providing daily feedback to all team members on performance and goal achievement Responsible for overall employee engagement through training, coaching, and mentoring of the leadership and front-line team members Partners with Strategic Operations Manager to determine required headcount, team member schedules, and tools required to achieve service level and members experience targets Manage the operational budget for Member Care Prepare performance management tools for team leads and review performance management methods for front line team members Implement new processes, procedures and technologies as needed Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff Monitor and ensure adherence to company quality monitoring goal Who You Are:
7
years of leadership experience in contact center operations, and/or leadership experience in a consumer facing sector (i.e. hospitality, travel, retail, etc.) Ability to lead, motivate, and direct the activities of a team in order to achieve objectives Experience creating project schedules and team goals, and holding a team accountable to completing assignments within established time frames and specifications Ability to build key relationships and influence across the organization Professional demeanor, excellent verbal and written communication skills, and comfort communicating analytical information to non-technical audiences You are indefatigable, have a continuous improvement mindset, thrive working in a fast paced environment, and willing to assist beyond your normal day-to-day responsibilities Ability to travel as needed.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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