Manager, Member Care - Premium Experience & CLEAR1

📋 Description

• Lead end-to-end digital member experience across high-touch support channels.
• Oversee Team Leads and Specialists for Concierge, VIP, and CLEAR1 members.
• Drive operational excellence, service quality, and continuous improvement.
• Collaborate with Product, Engineering, and Operations to enhance digital experiences.
• Establish scalable support processes, escalation frameworks, and knowledge management.
• Leverage feedback and metrics to identify service improvements and self-service opportunities.

🎯 Requirements

• 5+ years leading digital customer support or member services with people management responsibility
• Experience managing high-touch premium support programs across digital and omnichannel environments
• Coaching and developing frontline leaders; building high-performing teams
• Data-driven: using reporting and metrics to drive decisions and improve member experiences
• Collaborate with Product/Engineering and cross-functional stakeholders
• Experience supporting digital channels (chat, email, self-service, knowledge management, automation)

🎁 Benefits

• Comprehensive healthcare plans and wellness programs
• Flexible time off, stipends, and development opportunities
• 401(k) with employer match and other rewards