CLEAR is hiring a

Sports General Manager

Chicago, United States

CLEAR is now opening lanes at select sports venues across the US providing fast entry to members. CLEAR started as a cutting edge biometric technology company bringing the future of travel to passengers. Now customers can get the same great experience from the airport at sports venues. Found in a nationwide network of sports venues, CLEAR is revolutionizing the fan experience with our secure identity platform. This platform uses biometrics (fingerprints and iris scan) to strengthen security and to redefine the fan experience.

CLEAR’s secure identity platform is currently being in used at six venues such as AT&T Park (home of the San Francisco Giants), Coors Field (home of the Colorado Rockies), New York’s Yankee Stadium, Citi Field (home of the New York Mets, AmericanAirlines Arena (home of the Miami HEAT), and Marlins Park (home of the Miami Marlins).

For more information about CLEAR, and how we’re changing the way people live and work:

 

About the General Manager role:

The General Manager (GM) will operate as the business owner at our local sports locations and play an essential role in revolutionizing the fan experience through assuring the flawless execution of CLEAR operations. The GM in Chicago will have a special opportunity to launch and operate one of the largest CLEAR sports operations to date at U.S Cellular Field, home of the Chicago White Sox, and the United Center, home of the Chicago Bulls and Blackhawks!

 At CLEAR, we believe that we are all here, collectively, for the betterment of customer experience, for the belief that innovation can make the world a better and more secure place, and for a passion that drives a desire to deliver flawless execution with unyielding integrity. With the GM leading by example, each sports location should accurately and authentically reflect the CLEAR culture.

 GMs are responsible for fostering a team environment and instilling an effective fan-centric culture. Specifically, the GM will be held accountable for (1) Optimizing the Business (2) Leading the People (3) Cultivating the Relationships (4) Managing the Operations

 Optimize the Business (Customer-centric Sales & Service)

  1. Foster a customer-centric environment whereby team members are accountable for delivering an exceptional fan experience and exceeding customer experience metrics.
  1. Drive fan membership enrollments by creating a proactive sales and service environment through ongoing training, coaching and recognition programs.
  1. Monitor and analyze key metrics, customer feedback, and direct “on the floor” observations so that data-driven decisions are at the foundation of business decisions. 
  1. Collaborate with leadership to develop and implement a sales and service business plan for the operation which incorporates assigned goals and sales and service activities in order to achieve team objectives.
  1. Communicate goals, plans and assignments to achieve financial and customer service goals.
  1. Personally contribute to the business objectives through direct interventions by way of business development activities.
  1. Review and monitor sales and service performance against plan to identify gaps, issues and best practices; develop and implement action plans to close the gaps and resolve the issues.
  1. Collaborate with leadership to assess opportunities on a regular basis in order to identify strengths, opportunities, weakness, and threats.
  1. Assess and deploy equipment and processes to optimize allocation of resources within the venues.

Lead the People (Talent Acquisition, Development and Management)

  1. Build and sustain a diverse team of talent who successfully and consistently deliver on the CLEAR objectives related to service, and sales.
  1. Provide leadership and direction to employees so that individual &/or team duties and responsibilities clearly align with the organization’s mission and goals.
  1. Set appropriate context and establish the “why” behind policies and procedures.
  1. Assess team and individual performance, identify and close skill and knowledge gaps to increase the effectiveness and performance of employees.
  1. Grow capabilities of employees by providing coaching and guidance and by developing individual career and/or development plans.
  1. Communicate the linkages between the accountabilities and authorities of different roles within the team and establish the context in which they will work collaboratively with one another in order to optimize team integration. 
  1. Establish a two-way working relationship with employees to solicit their views on the working environment, potential changes affecting their work and continuous improvement opportunities.
  1. Develop and/or review work schedules for all venue staff to ensure appropriate resource levels.
  1. Identify/address performance issues in a timely manner, with a sense of urgency, to ensure all team members are performing at the highest level.

Cultivate the Relationships (Stakeholder Partnerships)

  1. Create an environment that promotes CLEAR’s values and mission throughout the sports venues, ensuring alignment with the overall objectives of the sports community.
  1. Development and maintain relationships with all venue stakeholders.
  1. Resolve stakeholder concerns &/or inquiries in an appropriate and timely manner, escalating to higher level as necessary.
  1. Contribute to the effective interface and interaction within cross-functional teams at CLEAR (e.g., Corporate Partnerships, Customer Experience, Finance, Technology, etc.) to provide optimal service to customers, optimize opportunities for growth, leverage resources that may provide for deeper relationships with stakeholders.

Manage the Operations (Excellence through Flawless Execution)

  1. Responsible for the team’s complete comprehension and unwavering adherence to operational procedures, laws, regulations and company directives in order to effectively execute our commitment to security, manage risk (organizational and member), fulfill operational and compliance requirements.
  1. Monitor controllable expenses to ensure financial targets are met or exceeded.
  1. Observe operations, monitor reports and conduct audits to ensure all activities are in accordance with policies and procedures, regulatory, legal and ethical requirements, escalating issues to senior/executive management as necessary.
  1. Ensure that all sales and service operations are conducted in a secure manner as to safeguard the privacy of company and customer information, escalating issues to senior/executive management as necessary.
  1. Maintain CLEAR’s professional image as a trusted service-provider and partner through consistent adherence to brand identity standards, including proper appearance and maintenance of CLEAR locations (membership enrollment, verification, etc…).

 

Essential Qualifications:

  • A dynamic leader with the ability to inspire a team to excellence
  • Exhibits intellectual curiosity, thinks big, and uses insights to problem solve
  • Leverages data and analytics as part of the decision-making process
  • Connects the dots, and decisions are right a lot of the time…good instincts
  • Willingness to roll up your sleeves to assist in getting the job done
  • Minimum of 8 years of relevant management experience in a customer facing sales and service operation 
  • Strong leadership, organizational, administrative and project management skills 
  • Proven success in strategic relationship building and operations management
  • Ability to communicate with team members in a straight-forward and positive manner; to outline goals and facilitate performance improvement and employee development
  • Excellent interpersonal and communication skills with the ability to motivate, mentor and influence others
  • Bachelor’s degree preferred
  • In-depth knowledge of, and experience in, employee engagement, customer satisfaction, sales and adhering to compliance standards 

 

CLEAR is an equal opportunity employer. We offer a chance to work with talented people in a collaborative environment and provide top-notch benefits including health insurance, generous time off and much more. To learn more about us please visit our website at www.clearme.com