Manager, Member Care — Premium Experience mp CLEAR1

📋 Description

• Own member care strategy and day-to-day ops for Premium Experience and CLEAR1 support.
• Lead, coach and develop Team Leads and Specialists with clear performance expectations.
• Define, monitor, and improve SLAs across phone, chat, and email channels.
• Partner with Product, Engineering, Operations to advocate for member needs.
• Establish care processes, escalation frameworks, and quality standards.
• Leverage feedback and data to identify improvements and report to leadership.

🎯 Requirements

• 5+ years leading customer care, member services, hospitality, or ops teams.
• Managing high-touch concierge, VIP, or white-glove programs.
• Coaching frontline leaders to build high-performing, accountable teams.
• Using data and metrics to identify trends and drive decisions.
• Partnering with Product, Engineering, and stakeholders to influence priorities.
• Clear, confident communication with frontline employees, peers, executives.

🎁 Benefits

• Comprehensive healthcare plans
• Family-building benefits (fertility and adoption support)
• Flexible time off
• Annual wellness stipend
• Free OneMedical memberships for you and dependents
• 401(k) retirement plan with employer match