Head Of Membership Operations

Blue Light Card; Greater London; Hybrid; GBP 80,000 - 120,000; Full time

Benefits offered by this job

Private Medical Insurance

Auto-enrolment pension

Hybrid working

EV charging and free parking onsite

Job summary

Blue Light Card is seeking an experienced Head of Membership Operations to own end-to-end delivery, demand planning, vendor management, tooling, and QA. You will translate strategic priorities into actionable plans, drive continuous improvement, and embed AI/automation into daily delivery while maintaining exceptional member outcomes.

You will lead cross-functional collaboration with Product, Engineering and Data, coach operational leaders, and promote a culture of accountability and high

Qualifications

• Experience leading complex, multi-team operations at a senior level.
• Experience embedding continuous improvement into operational culture.
• Experience leading teams through significant technology and automation change.
• Strong cross-functional collaboration with Product, Engineering and Data.
• Commercially grounded approach to operational decision-making.

Responsibilities

• Lead Member Operations end-to-end, taking ownership of service delivery, demand planning, vendor relationships, tooling, and Knowledge and QA functions
• Translate strategic priorities into clear operational plans, keeping teams focused on member outcomes and service standards
• Drive the continuous improvement agenda across the function, simplifying processes and embedding measurable improvements
• Use operational data and performance trends to identify risks, solve problems, and balance member outcomes with cost
• Lead the integration of AI, automation, and new technology into day-to-day delivery
• Coach and develop operational leaders, building a culture of accountability and continuous improvement
• Partner with Product, Engineering, Data, and other teams to implement improvements and new capabilities
• Lead operational readiness for incidents with governance, escalation, communication, and learning

Skills

Leadership

Cross-functional collaboration

Data-driven decisions

Vendor management

AI/Automation familiarity

Change management

Operational excellence

Job description

Blue Light Card. Individually great, together unstoppable

The Role and the Team

Member Operations is at the heart of what BLC delivers for its members. With more than 6 million people relying on us for trusted, efficient support, the team behind that experience matters enormously. As we continue to evolve how we serve members through AI, automation, and people-led service channels, we're looking for an experienced operational leader to head up the function.

Reporting into the Director of Member Operations, this role has end-to-end ownership of Member Operations, spanning frontline service delivery, demand planning, vendor management, tooling, Knowledge and QA, and the continuous improvement agenda. You'll translate strategic priorities into operational delivery, embedding change across the function while maintaining the high standards our members expect.

This is a role for someone who leads from the front. You'll work closely with Product, Engineering, Data, and other business functions, making sure operational insight shapes how we build and improve. If you're energised by building capable teams, embedding new ways of working, and continuously raising the bar for member experience, this is a strong fit.

What You'll Do

Lead Member Operations end-to-end, taking ownership of service delivery, demand planning, vendor relationships, tooling, and Knowledge and QA functions

Translate strategic priorities into clear operational plans, keeping teams focused on member outcomes, service standards, and operational performance

Drive the continuous improvement agenda across the function, simplifying processes, reducing member effort, and embedding measurable improvements in quality and efficiency

Use operational data, insight, and performance trends to identify risks early, solve problems at their source, and make informed decisions that balance member outcomes with cost and investment priorities

Lead the integration of AI, automation, and new technology into day-to-day delivery, ensuring colleagues adopt new ways of working with confidence and clarity

Coach and develop operational leaders, building a culture of accountability, ownership, and continuous improvement across the function

Partner with Product, Engineering, Data, and other teams to implement operational improvements and new capabilities, ensuring member feedback informs how the business develops

Lead operational readiness for incidents, embedding appropriate governance, escalation, communication, and learning across Member Operations

What You'll Bring

An established career leading complex, multi-team operations at a senior level, with a track record of delivering exceptional service outcomes at scale

Experience embedding continuous improvement into operational culture, using data and insight to drive meaningful, measurable change rather than incremental tweaks

Confidence leading operational teams through significant technology and automation change, with a clear understanding of how to bring people along through the process

Strong background in cross-functional collaboration, with the ability to influence partners in Product, Engineering, and Data to deliver operational improvements

A commercially grounded approach to operational decision‑making, able to balance member outcomes, efficiency, and investment priorities without losing sight of either

Proven experience building leadership capability and succession within an operational function, creating teams that are resilient and ready for what's next

Familiarity with AI-driven or automation‑led service environments would be a bonus, but isn't essential if you've operated in a fast‑moving, technology‑forward setting

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.

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

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

#LI-Hybrid

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Head of Membership Operations • London, England, United Kingdom