Senior Vice President of Operations

4 weeks ago

New York, New York, United States Clear Full time

Clear is seeking a highly skilled and experienced Senior Vice President of Operations to lead our day-to-day operations.

As a key member of our leadership team, you will be responsible for driving operational efficiency and excellence across our organization. This includes overseeing key teams, such as field operations, launch operations, and technology operations, to ensure we are delivering on our customer, employee, and partner promise.

Key Responsibilities:

  • Direct and manage all elements of the airports business P&L with an emphasis on driving operational efficiency and excellence.
  • Drive accountability for hitting key operational and financial goals, as well as other key reporting metrics across the organization.
  • Operationalize launches of new products in airports, while demonstrating strong cross-functional partnership.
  • Inspire and lead a network of 3,000 field ambassadors, deepening a customer-centric culture that is a competitive advantage in the market.
  • Proactively evaluate market performance, be the voice of the field, and provide key insights and recommendations to the senior leadership team on ways to enhance the member experience.
  • Recruit, retain, and motivate high-performing employees.
  • Identify opportunities to invest in training, personal development, and staff programs to fully staff the field and drive retention.
  • Ensure operating compliance with all federal, state, and local regulations and laws and prevent security incidents.

What You'll Measure Success By:
  • Drive operational excellence by implementing and optimizing processes, structure, and metrics at-scale to enable growth.
  • Leverage data to increase productivity, member growth, and revenue.
  • Promote a continuous best-in-class experience for CLEAR members that drives member loyalty and engagement.

What You're Great At:
  • Experience operating in leadership roles across dynamic, technology-enabled businesses, with a strong preference for those that draw on a significant field organization or other distributed workforce.
  • Demonstrated experience with change management and continuous improvement at-scale.
  • Fluent in metrics and ability to deliver a balanced scorecard, metrics that sometimes compete with each other.
  • Deep commitment to building strong service cultures that will enable an organization to deliver unmatched experiences to customers.
  • Demonstrated ability to context-switch between high-level strategic objectives and tactical execution to ensure alignment and high-performance across teams.
  • Persuasive and effective communicator.
  • Ability to be a strong voice for Operations to other functions across CLEAR.
  • Proven ability to influence/impact both senior management and a distributed field organization.
  • Thrives in a fast-paced culture.
  • Finds comfort in discomfort and continuously improves to find creative solutions.
  • Relentlessly customer-obsessed.
  • A leader who listens, supports, teaches, and inspires while remaining coachable.
  • Receptive to feedback and seeking continuous individual growth.

About CLEAR:

CLEAR's mission is to create frictionless experiences where every day has that feeling. With more than 25 million passionate members and hundreds of partners around the world, CLEAR's identity platform is transforming the way people live, work, and travel. Whether it's at the airport, stadium, or right on your phone, CLEAR connects you to the things that make you, you - unlocking easier, more secure, and more seamless experiences - making them all feel like magic.

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