CLEAR
Senior Manager, Service Operations & Excellence (Member Care)
$145K–$175K
New York, New York, United States +1 · Manager · Full-time · Posted Oct 13, 2026
- Location
- New York, New York, United States
New York, NY, United States - Experience
- 7+ years in contact center operations, CX technology enablement, program management, or operational excellence.
About the job
Owns and improves the systems, workflows, and digital tools that support CLEAR’s Member Care operations, connecting frontline needs with Product and Technology improvements.
What you'll do
- Optimize Member Care technology, workflows, automation, routing, and business rules, including the tooling roadmap.
- Partner with Product, Engineering, and Business Operations to translate frontline feedback and contact drivers into improvements.
- Improve automated service performance and lead operational readiness for new products, policies, features, and system changes.
What they ask for
- 7+ years of experience in contact center operations, CX technology enablement, program management, or operational excellence, including ownership of complex service workflows and technology.
- Hands-on experience configuring and optimizing contact center platforms, ticketing systems, and conversational AI or automation tools.
- Ability to translate operational needs into requirements and partner across Product, Engineering, Analytics, and Operations.
- Experience using data and contact center performance metrics to diagnose friction and drive decisions.
Pay
USD $145,000 - $175,000 base salary
Tools
Zendesk, Sierra, Salesforce, Looker
AI focus
Monitor and improve conversational AI and automated service, including intent accuracy, resolution quality, escalation paths, and workflow effectiveness.
Model-written summary · the original posting is authoritative