Operational Change Manager
Blue Light Card · Leicester, United Kingdom · hybrid
Blue Light Card. Individually great, together unstoppable
The Role and the Team
Member Operations is entering one of its most exciting chapters yet. Over the next 12 to 18 months, the way we serve our members and use our technology is evolving, with AI playing a growing part in how we look after the heroes who rely on us.
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.
What You'll Do
• Represent Member Operations in kick-offs and planning for business-wide projects, product launches, partner updates and pricing changes, making sure operational needs and member experience are considered from the outset
• Assess how changes coming into the operation, and those made within it, will affect servicing demand, processes, systems, colleague capability and member experience, then turn that into clear, practical requirements
• Own and drive operational readiness plans, applying a consistent approach whether a change is a small tweak or a major launch, and keep owners and timelines clear through to go live
• Coordinate training, communications, knowledge base updates and process changes so teams feel prepared and supported before anything launches
• Show operational managers what good looks like in scoping change, and bring them along so that ownership of change is shared across the team
• Build trusted relationships with Product, Engineering, Partnerships and programme teams, offering constructive challenge and clear, simple updates in both directions
• Spot risks early, escalate at the right moment and adjust plans when things drift off course
• Review how each change has landed once it is live and use what you learn to shape future readiness planning
What You'll Bring
• Proven experience delivering operational readiness, change or implementation work in a customer operations, contact centre or customer service environment
• Experience turning business and project changes into clear, practical operational requirements, and applying a structured approach to prioritise change of different sizes, from a small tweak to a new proposition
• Strong planning and organisation skills, with the ability to run several readiness activities at once, using tools such as Jira and Confluence to keep work on track
• Strong stakeholder skills, with a track record of listening well, explaining clearly and challenging constructively with colleagues at every level
• Experience mentoring or managing colleagues, with people management preferred but not essential, and a track record of building support and bringing others along through change
• A track record of taking ownership while knowing when to escalate, staying composed and adapting plans as things evolve at pace
• Exposure to AI, or change linked to it, and an awareness of frontline ticketing tools such as Zendesk would be a bonus, but are not essential
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.
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.
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
• Healthcare cash-back plan
• 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