Senior Director, Member Care - Clear Secure : Job Details

Execute CLEARs 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 costwithout 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 sentimentusing insights to refine strategy and improve outcomes Ho...Director, Member Care, Senior, Technology, Experience