Head of Member Operations Systems & Tooling

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 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