Partner Operations Manager, Technology Operations at CLEAR

| Greater NYC Area
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CLEAR’s mission is to strengthen security and create frictionless experiences for consumers. We believe you are you and by using your biometrics - your fingerprints, eyes, and face - we keep you moving. Imagine a world where you can do virtually everything you need to – breeze through the airport, buy a beer at the game, check-in at the doctor’s office, access your office building, and more – without ever pulling out your wallet or phone. Now in 60+ airports and other venues nationwide, you are your ID, credit card, ticket, reservation and more with CLEAR.

We’re defining and leading an entirely new industry, obsessing over our customers, and investing in great people to lead the way. Recently named on CNBC’s Disruptor 50 List and winner of the SXSW Interactive Innovation Award, we're working tirelessly to create frictionless customer experiences for our 4+ million members across the country.

The Partner Operations Manager of Field Technology is a key role for CLEAR’s growth and expansion with strategic partners. This person will manage and support CLEAR’s technology infrastructure with partners that are implementing the CLEAR platform to provide frictionless customer experience. You will join a highly technical team dedicated to ensuring technology stability and reliability for our partners and members. We are looking for a customer-focused technologist who thrives in fast-paced, complex environments with the ability to problem-solve independently while thinking and working strategically as part of a larger team.

What You Will Do:

  • Provide overall leadership and direction-setting for technology support at CLEAR partner deployments to ensure the highest levels of reliability and quality
  • Oversee the build, maintainainance, and support of CLEAR hardware (kiosks, biometric peripherals) at partner locations, managing contractors and / or junior team members, and acting as an individual contributor when needed
  • Identify and resolve partner deployment technology issues, working across teams at CLEAR to remediate complex technical challenges on a timely basis
  • Create and manage dashboards and alerts to proactively monitor partner deployment health
  • Prepare and deliver training and reference guides to enable partner and CLEAR employees to troubleshoot common issues
  • Collaborate with engineering and product teams to identify high-impact product features and improve stability reliability, and quality
  • Build and maintain relationships with technology support teams at partners to ensure seamless end-to-end support for customers
  • Manage and control IT inventory for all assigned locations coordinating with vendors when/where required
  • Monitor and maintain the latest software and application patches

 Who You Are:

  • 5+ years of applicable experience, including in-person and remote support experience
  • Demonstrated success in providing exceptional service to internal and external customers
  • Experience with Splunk or other monitoring and alerting platforms
  • Strong communicator with exceptional ability to interact with technical and non-technical end-users
  • Ability to execute flawlessly in a rapid-paced environment with multiple priorities
  • Deep technical knowledge of network infrastructure setup, maintenance, and troubleshooting -- Cisco/Meraki preferred
  • Expert knowledge of Windows 10 including Group Policy, imaging, patching, and troubleshooting
  • A self-directed and collaborative team member who prioritizes customer experience above everything else
  • A proactive technologist who can identify trends and recommend solutions to improve the overall CLEAR experience for employees and members 
  • Ability to travel to locations across the US, as needed

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Technology we use

  • Engineering
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • Node.jsFrameworks
    • PostgreSQLDatabases

Location

Our building is convenient to several trains + bus stops! If you want a change of scenery, our club level has a gym, cafe, games, and a great lounge!

An Insider's view of CLEAR

What’s the vibe like in the office?

One of my favorite things about CLEAR is how passionate and excited everyone here is about what we are building. You can really feel that in the office - you are empowered to put your ideas on the table and take ownership of the work you are doing. We also have a chef that makes breakfast 3x/week which is not a bad way to kick off the day!

Emily

Senior Technical Recruiter

What kinds of technical challenges do you and your team face?

We constantly fight tech debt and have the buy-in from management and business to spend 25% of effort each sprint addressing tech debt. We call it the sustainability budget. This ensures the code is well designed, maintained and fun to work with. You'll do the best work of your career.

Dee

Senior Director, Engineering

How has your career grown since starting at the company?

Since joining CLEAR in 2014, I have had several opportunities to take on new and expanded responsibilities, often because I spotted opportunity and raised my hand to take it on as the company’s needs have evolved along with its growth.

Leah

GM, Travel

What are CLEAR Perks + Benefits

Culture
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
We provide free breakfast daily! One of our favorite office perks? Our fabulous chef comes in on Tuesdays (Omelette Bar!), Wednesdays (Mexican!), and Thursdays.
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