Operational Change Lead (Hybrid) – Member Operations

Blue Light Card; Greater London; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Volunteer day

Annual bonus

Private medical insurance

Pension scheme

Hybrid working

EV charging at HQ

On-site gym

Job summary

Blue Light Card is seeking an Operational Change Manager to bridge Member Operations with Product, Engineering and Partnerships. You’ll join early-stage project kick-offs, translate operational needs into concrete requirements, and drive readiness across small tweaks to major launches.

You’ll report to the Head of Member Operations and lead a small team to plan, train, and communicate readiness, ensuring smooth go-lives and strong member experience across initiatives.

Qualifications

• Experience delivering operational readiness, change or implementation work in a customer operations or service environment.
• Ability to translate business changes into clear operational requirements and prioritise changes of varying sizes.
• Strong planning and organisation skills with capacity to run multiple readiness activities.

Responsibilities

• Represent Member Operations in kick-offs and planning for projects and launches, ensuring member experience is considered.
• Assess impact on servicing demand, processes and systems; translate into practical requirements.
• Own and drive operational readiness plans and keep timelines clear through go-live.
• Coordinate training, communications, knowledge-base updates and process changes.
• Show managers best-practice scoping of change and share ownership across the team.
• Build relationships with Product, Engineering, Partnerships and programme teams; provide constructive updates.
• Spot risks early and adjust plans to keep momentum.
• Review landing of changes post-launch and feed learning into future readiness.

Skills

Operational readiness

Change management

Planning & organisation

Stakeholder management

Team leadership

AI awareness

Problem solving

Tools

Jira

Confluence

Zendesk

Job description

Blue Light Card is seeking an Operational Change Manager to bridge Member Operations with Product, Engineering and Partnerships. You’ll join early-stage project kick-offs, translate operational needs into concrete requirements, and drive readiness across small tweaks to major launches.

You’ll report to the Head of Member Operations and lead a small team to plan, train, and communicate readiness, ensuring smooth go-lives and strong member experience across initiatives.