Senior Manager, Process Improvement at CLEAR

| Greater NYC Area
Sorry, this job was removed at 11:40 a.m. (EST) on Friday, October 22, 2021
Find out who's hiring in NYC.
See all Operations jobs in NYC
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

CLEAR helps create safer, easier experiences everywhere you go. We believe you are you and by using your biometrics – your eyes, face, and fingerprints – 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. CLEAR is currently available in 50+ airports, venues and more. Now with Health Pass, CLEAR securely connects a person’s digital identity to multiple layers of COVID-related insights to help reduce public health risk and restore peace of mind.

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 for the third year in a row and winner of the SXSW Interactive Innovation Award, CLEAR is providing frictionless experiences and technology for our partners and 7+ million members.

CLEAR is looking for a Senior Manager, Process Improvement within the customer service team who shares a passion for service excellence and continuous improvement of the member experience. Digital identity is the secular trend we are living and leading and the CLEAR member base continues to rapidly grow. The ideal candidate is strategic and self-driven, has strong verbal and written communication skills, and loves solving problems. You are passionate about CLEAR’s vision and you inspire others to achieve a higher standard of excellence for our members.


What You Will Do:

  • Develop, optimize and sustain business processes through collaborative design
  • Collaborate with business lines and SMEs, lead problem solving and surface opportunities and solutions to improve risk processes and create efficiencies
  • Collaborate and develop relationships with CLEAR stakeholders to identify and drive process improvement opportunities to achieve seamless customer experiences, and to manage implementation plans, metrics, controls, and technology requirements
  • Develop, synthesize, and communicate business process findings and make recommendations to CLEAR stakeholders
  • Manage and clarify delivery discrepancies on a weekly basis
  • Supervise external complaints from customers via Better Business Bureau
  • Develop AI Bot strategy to drive case deflection
  • Identify ways to provide opportunities for member self service
  • Contribute to the toolset used by the Process Improvement team based on experience and project findings
  • Build and enhance the capability of others through role modeling, training and coaching on control design and process improvement
  • Research best practices within and outside the organization to establish appropriate benchmarks
  • Establish a continuous improvement mindset across the Member Care function

Who You Are:

  • You have 5 or more years of experience in customer service or customer success
  • You have a data-driven mindset and practical knowledge of fundamental data analytics and project management
  • You have a hospitality mindset and high achieving attitude that inspires you to go above and beyond for your team and customers
  • You have at least 2 years of experience as a customer service team lead or manager and a proven track record of delivering well-executed projects and leading teams to success
  • You have experience with service delivery in public platforms like review websites and social media
  • Six Sigma or other a process improvement training required
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • TypescriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • ConfluenceManagement
    • JIRAManagement

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 every conversation - you are empowered to put your ideas on the table and take ownership of the work you are doing. In a hybrid model it's even more important to share those values with other team members.

Emily

Senior Technical Recruiter

What projects are you most excited about?

Recently, I was working with our training team to create a leadership development program for our operations organization. We’re developing all of the courses in-house and it’s given me exposure to virtually every single team in the company. I’ve used these lessons to amp up my communication strategy for other projects.

Clory

Senior Director, Member Experience

What are some things you learned at the company?

In previous roles, I hadn’t had quite as much autonomy as I do at CLEAR. When starting here I didn’t realize I was empowered to make high-level suggestions, do proof of concepts, and present possible technology changes to the organization. It was great to get a nudge from my team and manager to be more open about my ideas to them and other teams.

Kyle Olson

Software Engineer

How does the company support your career growth?

CLEAR is in an exciting transition from a small company to a large company with more focus on process and scalability. These are good problems to have and they leave so much room for employees to step up and grow into a desired role. It’s great to have an idea and be given the opportunity and support to lead something from a simple idea to a POC.

Aaron

Senior Software Engineer

What are CLEAR Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
We provide daily, catered breakfast and lunch for those who are in office!
Stocked Kitchen
Happy Hours
Relocation Assistance
Professional Development Benefits
Promote from within
More Jobs at CLEAR24 open jobs
All Jobs
Finance
Design + UX
Dev + Engineer
HR + Recruiting
Operations
Product
Sales
HR + Recruiting
new
New York
Sales
new
New York
Developer
new
New York
Developer
new
New York
Design + UX
new
New York
HR + Recruiting
new
New York
HR + Recruiting
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
Remote
Product
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Developer
new
New York
Finance
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView CLEAR's full profileSee more CLEAR jobs