Customer Systems & Tooling Manager

Blue Light Card; Cossington; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Moments that Matter day off

Volunteer day

Annual bonus scheme

Private Medical Insurance

Pension (auto-enrolment)

Job summary

Blue Light Card is seeking a senior professional to own and shape the systems and tooling that support Member Operations. You’ll partner with Product, Engineering, Delivery, Process Design, and Data teams to translate operational needs into scalable solutions.

You’ll drive governance, KPI tracking, and safe, efficient tooling adoption while prioritising security and compliance across the organisation. This role sits in a cross‑functional, hybrid work environment with offices in Leicestershire or

Qualifications

• Experience delivering operational systems or automation platforms in a service or member ops context.
• Proven ability to define requirements and coordinate with engineering teams.
• Strong governance, testing, and change-management practices.
• Excellent stakeholder management and clear communication across audiences.

Responsibilities

• Define and deliver the Member Operations systems, tooling, and automation roadmap aligned to business objectives.
• Evaluate technologies and integration approaches to support future needs.
• Oversee optimisation of systems, workflows, and automation, defining integration requirements with engineering.
• Establish governance frameworks for prioritisation, delivery, testing, and change management.
• Define and monitor KPIs for system performance, automation, and adoption.
• Ensure systems comply with data security policies and handle PII properly.
• Serve as escalation point for tooling challenges and drive continuous improvement.
• Build trusted relationships with stakeholders across teams and communicate strategy clearly.

Skills

Systems strategy

CRM platforms

API & webhooks

Governance & change

Stakeholder mgmt

AI curiosity

Communication

Tools

Zendesk/Salesforce/Intercom

Job description

Blue Light Card. Individually great, together unstoppable

The Role and the Team

Member Operations at Blue Light Card sits at the heart of how we serve the people who serve others. As we scale, the systems, tooling, and automation that underpin our operations are becoming ever more central to delivering the seamless, high-quality experiences our members deserve. This role owns that agenda, bringing together strategy, governance, and hands‑on delivery to ensure our operational platforms are fit for today and ready for tomorrow. You'll be joining a collaborative, cross‑functional environment where Member Operations, Product, Engineering, Delivery, Process Design, and Data teams work in close partnership. The Systems and Tooling team sits within Member Operations and plays a critical enabling role across the business, with this position responsible for the strategic direction and day-to-day management of the function. It's a role that combines genuine ownership of a growing capability with real breadth of stakeholder engagement, from shaping tooling priorities with senior stakeholders to working closely alongside engineers to translate operational needs into working solutions.

What You'll Do

• Contribute to defining and delivering the Member Operations systems, tooling, and automation roadmap, ensuring it is aligned to business objectives and member experience priorities
• Evaluate emerging technologies, automation opportunities, and integration approaches, including APIs and webhooks, to support future operational and business needs
• Oversee the optimisation of operational systems, workflows, and automation solutions, defining integration requirements and working in close coordination with engineering teams to deliver them
• Establish governance frameworks that support effective prioritisation, delivery, testing, and change management across systems and tooling
• Define and monitor key performance indicators relating to system performance, automation, operational efficiency, and adoption
• Ensure systems and tooling operate in line with data security policies, including responsible handling of PII, escalating to compliance teams where required
• Serve as the escalation point for significant tooling, system, or operational challenges, using data and insight to develop the Systems and Tooling team and build a culture of accountability, collaboration, and continuous improvement
• Build trusted relationships with stakeholders across Member Operations, Product, Engineering, Delivery, and Data, ensuring systems and tooling align with business and member needs, communicating strategy, priorities, and risks with clarity and transparency

What You'll Bring

• Proven experience managing the strategy and delivery of operational systems, tooling, or automation platforms within a customer or member operations environment
• Experience with platforms such as Zendesk, Salesforce, Intercom, or similar operational systems
• Experience managing workflow automation and system integrations, including a working understanding of integration approaches such as APIs and webhooks, sufficient to define requirements, assess feasibility, and coordinate effectively with engineering teams
• Strong understanding of operational processes, service delivery, and member journeys, with knowledge of governance, testing, and change management practices
• Strong stakeholder management skills with the ability to build alignment and trusted relationships across teams and senior stakeholders
• Demonstrated curiosity about AI and emerging technology, with evidence of actively exploring or applying AI tools in your own work
• Excellent communication skills, with the ability to translate technical and operational concepts clearly for a range of audiences
• Experience supporting large-scale operational change or transformation initiatives would be a bonus, as would experience of AI or automation tooling within a customer or member operations context

Our Culture

Our mission is simple: make heroes happy. Our members are real-life heroes who keep us all safe, cared for, and thriving. It's what gets us up in the morning, what makes us want to 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 promote hybrid working, and value in-person collaboration so encourage time in our offices - 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're committed to building a diverse and inclusive team where different perspectives and experiences help us grow, innovate, and better reflect the communities we serve. 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 an additional day off for your birthday
• A Moments that Matter day - one extra day of leave each year to use for something that matters to you
• Buy and sell holiday scheme of up to 5 days
• 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 of £450 per year to invest in your development
• Private Medical Insurance that includes cover for pre-existing conditions
• Auto-enrolment pension scheme via salary sacrifice, with 100% of employer NI savings reinvested into your pension
• Enhanced Maternity, Partner, Adoption and Shared Parental Leave
• Healthcare cash-back plan
• 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 at HQ