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About the Role
Member Operations is central to Blue Light Card's service delivery, supporting over 6 million members. This role leads the function, overseeing frontline service, demand planning, vendor management, tooling, Knowledge and QA, and continuous improvement. The leader will translate strategy into operational plans, drive change, and collaborate with Product, Engineering, and Data teams to enhance member experience.
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, 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
Requirements
- 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
Skills
- AI
- Automation
- Demand Planning
- Vendor Management
- Tooling
- Knowledge Management
- Quality Assurance
- Continuous Improvement
- Data Analysis
- Problem Solving
- Cross-functional Collaboration
- Leadership
- Coaching
- Operational Readiness
- Incident Management
Location
- Leicestershire
- London, Holborn
Work Type
- Hybrid working
- Flexible hours
Experience Level
- Senior level
- Operational leader
Benefits
- 25 days annual leave plus public holidays
- Additional day off for your birthday
- A Moments that Matter day
- Buy and sell holiday scheme of up to 5 days
- A volunteering/fundraising day
- Annual company bonus scheme
- Blue Light Card and exclusive access to thousands of discounts
- Personal growth fund of £450 per year
- Private Medical Insurance
- Auto-enrolment pension scheme via salary sacrifice
- Enhanced Maternity, Partner, Adoption and Shared Parental Leave
- Healthcare cash-back plan
- Colleague Assistance Programme
- EV charging and free parking onsite at HQ
- Relaxed dress code
- Modern office space
- On-site gym including free HIIT and stretch classes at HQ
About the Company
- Our mission is simple: make heroes happy. Our members are real-life heroes who keep us all safe, cared for, and thriving. 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.
Equal Opportunity
- 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.