Operational Change Manager - Hybrid & Impact-Driven

Blue Light Card; Leicester; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Bonus scheme

Private Medical Insurance

Hybrid working

On-site gym / wellness

Pension (auto-enrolment)

Volunteer day

Discounts for members

Personal growth fund

Healthcare cash-back

Staff wellbeing

Job summary

Blue Light Card is seeking an Operational Change Manager to bridge Member Operations with Product, Engineering and Partnerships. You will help plan, scope and land initiatives, ensuring changes deliver a smooth experience for our members and readiness across the business.

Reporting to the Head of Member Operations, you will influence across teams, coordinate training and updates, and keep plans aligned as we evolve with AI-enabled processes.

Qualifications

• Proven experience delivering operational readiness, change or implementation work in operations or customer service.
• Experience turning business and project changes into clear operational requirements with a structured approach.
• Strong planning and organisation skills; able to run several readiness activities concurrently using Jira/Confluence.
• Strong stakeholder skills with the ability to listen, explain clearly and challenge constructively.
• Experience mentoring or managing colleagues and bringing others along through change.
• Exposure to AI-driven change and frontline ticketing tools is a bonus.

Responsibilities

• Represent Member Operations in project kick-offs and planning for business-wide projects and launches.
• Assess impact of changes on servicing demand, processes, systems and member experience; translate into clear requirements.
• Own and drive operational readiness plans and keep owners and timelines clear to go live.
• Coordinate training, communications, knowledge base updates and process changes.
• Show leadership how to scope change and share ownership across the team.
• Build relationships with Product, Engineering, Partnerships and programme teams; provide constructive challenge.
• Spot risks early and adjust plans when things drift.
• Review post-launch to learn and improve readiness planning.

Skills

Operational readiness

Change management

Stakeholder management

Planning & organisation

Jira & Confluence

Communication

Mentoring / managing

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 will help plan, scope and land initiatives, ensuring changes deliver a smooth experience for our members and readiness across the business.

Reporting to the Head of Member Operations, you will influence across teams, coordinate training and updates, and keep plans aligned as we evolve with AI-enabled processes.