Blue Light Card
Head of Membership Operations
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The Role and the Team
Member Operations is at the heart of what BLC delivers for its members. With more than 6 million people relying on us for trusted, efficient support, the team behind that experience matters enormously. As we continue to evolve how we serve members through AI, automation, and people-led service channels, we're looking for an experienced operational leader to head up the function.
Reporting into the Director of Member Operations, this role has end-to-end ownership of Member Operations, spanning frontline service delivery, demand planning, vendor management, tooling, Knowledge and QA, and the continuous improvement agenda. You'll translate strategic priorities into operational delivery, embedding change across the function while maintaining the high standards our members expect.
This is a role for someone who leads from the front. You'll work closely with Product, Engineering, Data, and other business functions, making sure operational insight shapes how we build and improve. If you're energised by building capable teams, embedding new ways of working, and continuously raising the bar for member experience, this is a strong fit.
What You'll Do
- 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.
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What You'll Bring
- 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.
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.
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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
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