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About the Role
As our Operational Change Manager, you'll be the connection between Member Operations and the wider business. You'll join project kick-offs alongside Product, Engineering and Partnerships colleagues, speak up for what the operation needs, and bring clear requirements back to the team so that every launch lands well for our members. This is a brand new role, created so that change is understood early, planned together and owned by the right people. Reporting to the Head of Member Operations, and with one direct report of your own, you'll work closely with programme managers and senior colleagues across operations, taking the coordination of operational readiness off busy managers' plates and helping them build their own confidence in managing change. It's a chance to shape how Member Operations and the rest of the business work together, at a moment when that partnership matters most.
Responsibilities
- Represent Member Operations in kick-offs and planning for business-wide projects, product launches, partner updates and pricing changes, ensuring operational needs and member experience are considered from the outset.
- Assess how changes will affect servicing demand, processes, systems, colleague capability, and member experience, translating this into clear, practical requirements.
- Own and drive operational readiness plans with a consistent approach for all changes, ensuring owners and timelines are clear through to go-live.
- Coordinate training, communications, knowledge base updates, and process changes to prepare and support teams before launches.
- Demonstrate effective change scoping to operational managers and foster shared ownership of change across the team.
- Build trusted relationships with Product, Engineering, Partnerships, and programme teams, offering constructive challenge and clear updates.
- Identify risks early, escalate appropriately, and adjust plans as needed.
- Review the impact of changes post-launch and use learnings to inform future readiness planning.
Requirements
- Proven experience delivering operational readiness, change, or implementation work in a customer operations, contact centre, or customer service environment.
- Experience translating business and project changes into clear, practical operational requirements.
- Ability to apply a structured approach to prioritize change of different sizes.
- Strong planning and organisation skills with the ability to manage multiple readiness activities concurrently.
- Proficiency in using tools such as Jira and Confluence to track work.
- Strong stakeholder management skills with a track record of active listening, clear communication, and constructive challenge.
- Experience mentoring or managing colleagues, with people management preferred but not essential.
- A track record of taking ownership while knowing when to escalate.
- Ability to remain composed and adapt plans in a fast-paced environment.
- Exposure to AI or AI-related change is a bonus.
- Awareness of frontline ticketing tools such as Zendesk is a bonus.
Skills
- Operational readiness
- Change management
- Implementation
- Customer operations
- Contact centre operations
- Customer service
- Requirement gathering
- Prioritization
- Planning
- Organization
- Stakeholder management
- Mentoring
- People management
- Risk management
- AI
- Zendesk
Location
- Leicestershire
- London, Holborn
Work Type
- Hybrid working
- Flexible hours
Experience Level
- 1-2 years experience
Benefits
- 25 days annual leave plus public holidays
- Additional day off for your birthday
- A Moments that Matter day
- Buy and sell holiday scheme (up to 5 days)
- A volunteering/fundraising day
- Annual company bonus scheme
- Blue Light Card and exclusive discounts
- Personal growth fund (£450 per year)
- Private Medical Insurance (includes cover for pre-existing conditions)
- Auto-enrolment pension scheme via salary sacrifice
- Enhanced Maternity, Partner, Adoption and Shared Parental Leave
- Healthcare cash-back plan
- Colleague Assistance Programme (24/7 confidential support)
- EV charging and free parking onsite at HQ
- Relaxed dress code
- Modern office space with games area, chill-out areas, book club, free drinks and snacks
- On-site gym with 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.