Clear
CLEAR is on a mission to create frictionless experiences, connecting people to what makes them unique across airports, stadiums, and mobile devices. With 30+ million members and hundreds of partners, CLEAR’s identity platform aims to unlock easier, more secure, and seamless experiences.
Check below to see if you have what is needed for this opportunity, and if so, make an application asap. Head of Customer Experience The Head of Customer Experience 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.
What you'll do
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
How you'll be measured
Cancel-save conversion rate and overall churn reduction
Effectiveness of AI-human transitions and escalation resolution
Growth in Family Attach Rate (FAR) and upsell revenue
Advisor adoption and execution of automation-enhanced workflows
Improvements in Customer Effort Score (CES), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT)
What you're great at
8+ years of hands-on leadership experience in consumer-facing industries
Balancing strategic thinking with hands-on execution—able to set a clear vision, communicate it with influence, and drive alignment across cross-functional teams
Data-driven and action-oriented to translate data into fast, effective improvements
Experienced managing complex projects and team priorities with urgency, accountability, and a focus on measurable outcomes
Passionate about leveraging emerging technology, including AI and automation, to drive innovation, scale, and elevate member experience
Thrive in fast-paced environments with a proactive, solutions-oriented mindset and an excellent sense of ownership
Willingness to travel as needed to support frontline teams and member experience execution
How you’ll be rewarded At CLEAR, we help YOU move forward. You’ll work with talented team members motivated by our mission of making experiences safer and easier. We offer a vibrant office culture with generous benefits, wellness stipends, and professional development opportunities. The base salary range for this role is $180,000-$210,000, depending on experience.
The base salary range represents the low and high end of CLEAR’s salary range for this position. Salaries vary by location, education, skills, experience, and performance. This range is one component of total compensation, which may include bonuses, equity, and other rewards.
CLEAR provides reasonable accommodations to qualified individuals with disabilities or protected needs. If you require an accommodation to apply or perform your job, please contact us.
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Check below to see if you have what is needed for this opportunity, and if so, make an application asap. Head of Customer Experience The Head of Customer Experience 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.
What you'll do
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
How you'll be measured
Cancel-save conversion rate and overall churn reduction
Effectiveness of AI-human transitions and escalation resolution
Growth in Family Attach Rate (FAR) and upsell revenue
Advisor adoption and execution of automation-enhanced workflows
Improvements in Customer Effort Score (CES), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT)
What you're great at
8+ years of hands-on leadership experience in consumer-facing industries
Balancing strategic thinking with hands-on execution—able to set a clear vision, communicate it with influence, and drive alignment across cross-functional teams
Data-driven and action-oriented to translate data into fast, effective improvements
Experienced managing complex projects and team priorities with urgency, accountability, and a focus on measurable outcomes
Passionate about leveraging emerging technology, including AI and automation, to drive innovation, scale, and elevate member experience
Thrive in fast-paced environments with a proactive, solutions-oriented mindset and an excellent sense of ownership
Willingness to travel as needed to support frontline teams and member experience execution
How you’ll be rewarded At CLEAR, we help YOU move forward. You’ll work with talented team members motivated by our mission of making experiences safer and easier. We offer a vibrant office culture with generous benefits, wellness stipends, and professional development opportunities. The base salary range for this role is $180,000-$210,000, depending on experience.
The base salary range represents the low and high end of CLEAR’s salary range for this position. Salaries vary by location, education, skills, experience, and performance. This range is one component of total compensation, which may include bonuses, equity, and other rewards.
CLEAR provides reasonable accommodations to qualified individuals with disabilities or protected needs. If you require an accommodation to apply or perform your job, please contact us.
#J-18808-Ljbffr