Senior Manager, Service Operations & Excellence (Member Care)

New York, New York, United States. Posted a month ago

The role

The Senior Manager, Service Operations & Excellence will own and optimize the systems, workflows, and digital tools for the Member Care organization. This role connects frontline insights with Product and Technology capabilities to improve agent efficiency and Member experiences.

What you will do

Own and optimize the Member Care technology ecosystem including Zendesk, conversational AI, automation, routing, workflows, and business rules
Serve as the primary operational partner between Member Care and Product, Engineering, and Business Operations
Drive performance of automated and conversational AI experiences by monitoring intent accuracy, resolution quality, and escalation paths
Lead operational readiness for new products, policies, features, and company initiatives
Identify and resolve operational friction through data analysis, targeted pilots, and workflow testing

Required qualifications

7+ years of experience in contact center operations, CX technology enablement, program management, or operational excellence
Experience owning complex service workflows and technology
Hands-on experience configuring and optimizing contact center platforms, ticketing systems, and conversational AI or automation tools such as Zendesk, Sierra, Salesforce, or similar technologies
Experience translating complex operational needs into clear requirements and partnering across Product, Engineering, Analytics, and Operations
Experience using data to diagnose operational friction and drive decisions
Experience with Looker or similar BI tools
Strong understanding of contact center performance metrics
Experience driving multiple cross-functional initiatives with strong program management, prioritization, communication, and execution

Benefits

Catered lunches every day
Fully stocked kitchens
Stipends and reimbursement programs for well-being and learning & development
Comprehensive healthcare plans
Family-building benefits (fertility and adoption/surrogacy support)
Flexible time off
Annual wellness stipend
Free OneMedical memberships for you and your dependents
A CLEAR Plus membership
401(k) retirement plan with employer match

About the company

CLEAR is building the secure identity company of the future with a mission to make experiences safer and easier. The company has more than 43 million Members and a growing network of partners.