Lead Product Manager, Member Care

CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easier—physically and digitally. With more than 38 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences. In this role, you'll own and elevate CLEAR’s end-to-end Member Care experience across all support channels, building AI-powered products that drive faster resolution, higher satisfaction, and operational efficiency. You will shape how members experience CLEAR when they need help most, partnering cross-functionally to deliver scalable, secure, and intuitive support experiences. What you’ll do: Own the product vision and roadmap for Member Care platforms, including agent tooling, member self-service, workflows, and system integrations Build and scale AI-powered support experiences, including virtual assistants, intelligent routing, agent-assist tools, and proactive outreach Partner closely with Member Care Operations and frontline teams to translate workflows, policies, and pain points into product requirements and experiments Drive end-to-end product execution with Engineering, Design, Data, Security, and Legal, ensuring high standards for reliability, compliance, and scalability Use data, experimentation, and member and agent insights to prioritize investments, improve performance, and continuously enhance the support experience How you’ll measure success: CSAT, NPS, and member effort scores First contact resolution, time to resolution, and handle time Self-service adoption and AI-driven case deflection rates Agent productivity, quality, and onboarding ramp time What you’re great at: 8+ years of product management experience, including building customer support, CX platforms, or operational tooling Proven track record owning and delivering products in complex, high-volume environments Experience with AI-driven support solutions (e.g., conversational AI, agent assist, routing, or automation) Strong data fluency, including experimentation, funnel analysis, and operational metrics Exceptional cross-functional collaboration and ability to translate complex technical and operational concepts into clear product strategy How You'll be Rewarded: At CLEAR, we help YOU move forward - because when you’re at your best, we’re at our best. You’ll work with talented team members motivated by our mission of making experiences safer and easier. Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces. We also offer catered lunches every day and have fully stocked kitchens. Outside of the office, we invest in your well-being and learning & development with stipends and reimbursement programs. We offer holistic total rewards, including 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, and a 401(k) retirement plan with employer match. The total compensation range for this role is $300,000-$350,000, depending on levels of skills and experience. This range represents the combined base salary and new hire equity package (in Restricted Stock Units) for this position at CLEAR. Additionally, this role will be eligible for refresh equity grants as part of our ongoing compensation program. Actual compensation will vary based on factors including, but not limited to, location, education, skills, experience, and performance. All stock based compensation will be subject to the terms and conditions of applicable agreements. CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment. We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity. #LI-Onsite

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