Blue Light Card. Individually great, together unstoppable
The Role and the Team
Blue Light Card's Member Operations team is investing in smarter systems and automation to better support our members. This role joins at a pivotal time, helping shape how the team builds, manages and optimises the systems behind every member interaction.
As the Systems & Tooling Manager, you'll own the strategy for the tools, platforms and automation that power Member Operations, from the systems agents use every day to the integrations and workflows running behind the scenes. You'll work closely with teams across Member Operations, Product, Engineering, Delivery, Process Design and Data to make sure tooling decisions are grounded in what the business actually needs, not just what's technically possible.
You'll join at the ground floor, with the opportunity to shape how systems and tooling support Member Operations from the outset. There's a plan to grow the team with a further hire down the line, but for now this role is about hands-on ownership: getting close to the detail of current systems while building the foundations for where tooling needs to go next.
What You'll Do
- Define and deliver a systems, tooling and automation roadmap aligned to operational and member experience priorities
- Lead the ongoing optimisation of operational systems, workflows, integrations and automation solutions
- Establish governance frameworks that support clear prioritisation, testing and change management
- Define and track key performance indicators covering system performance, automation and adoption
- Evaluate emerging technologies and tooling options to support the team's future needs
- Lead and develop a small team, setting clear priorities and building capability over time
- Build strong working relationships across Member Operations, Product, Engineering, Delivery, Process Design and Data
- Act as the escalation point for significant tooling or operational system issues
What You'll Bring
- Established experience managing operational systems, tooling or automation platforms within a customer or member operations environment
- A track record of defining and delivering systems or automation strategies, not just administering them day to day
- Hands-on experience managing front-line customer service platforms such as Zendesk, Salesforce or Intercom, or similar systems used in a customer or member operations environment
- Experience managing workflow automation, integrations or operational technology solutions
- Strong understanding of operational processes, service delivery and customer or member journeys
- Confidence supporting large-scale operational change or transformation, including working with a degree of ambiguity
- Strong stakeholder management skills, with the ability to influence decisions and build alignment across teams and senior stakeholders, prior people management experience would be an advantage
- Experience working in a fast-paced, scaling business environment
Our Culture
Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It's what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.
We don't just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special.
We're committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.
We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team. We aim to be flexible, but we aren't able to offer fully remote working.
Blue Light Card is an equal opportunities employer. We believe that employing a diverse workforce is key to our success. We make recruiting decisions based on your experience and skills. In the event of a high number of applications, we'll prioritise candidates who meet both the essential and desirable criteria for the role.
What We Offer
- 25 days annual leave plus public holidays and a buy and sell holiday scheme of up to 5 days
- An additional day off for your birthday
- A Moments that Matter day - one extra day each year to use for something that matters to you
- A Volunteering / Fundraising Day - one paid day each year to give something back to the community
- Annual company bonus scheme – linked to both company and individual performance
- Your own Blue Light Card and exclusive access to thousands of discounts
- Personal growth fund - £450 per year to invest in your development
- Private Medical Insurance (Bupa) that includes cover pre-existing conditions
- Auto-enrolment pension scheme via salary sacrifice, with 100% of employer NI savings reinvested into pensions
- Enhanced Maternity, Adoption and Shared Parental Leave
- Healthcare Cash Plan (Medicash)
- Colleague Assistance Programme – 24/7 confidential support whenever you need it
- Hybrid working and flexible hours
- EV charging and free parking onsite at HQ
- Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks and well stocked snack drawers!)
- On-site gym including free HIIT and stretch classes (HQ)
#LI-Hybrid
