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Customer Operations Systems Manager
Full-time
Blue Light Card's Member Operations team is investing in smarter systems and automation to better support its members. As the Systems & Tooling Manager, you will own the strategy for the tools, platforms, and automation that power Member Operations, from the systems agents use every day to the integrations and workflows running behind the scenes, working closely with Product, Engineering, Delivery, Process Design, and Data.
What you'll do
Define and deliver a systems, tooling, and automation roadmap aligned to operational and member experience priorities.
Lead the ongoing optimisation of operational systems, workflows, integrations, and automation solutions.
Establish governance frameworks that support clear prioritisation, testing, and change management.
Define and track key performance indicators covering system performance, automation, and adoption.
Evaluate emerging technologies and tooling options to support the team's future needs.
Lead and develop a small team, setting clear priorities and building capability over time.
Build strong working relationships across Member Operations, Product, Engineering, Delivery, Process Design, and Data.
Act as the escalation point for significant tooling or operational system issues.
What you'll bring
Established experience managing operational systems, tooling, or automation platforms within a customer or member operations environment.
A track record of defining and delivering systems or automation strategies, not just administering them.
Hands-on experience managing front-line customer service platforms such as Zendesk, Salesforce, or Intercom.
Experience managing workflow automation, integrations, or operational technology solutions.
Strong understanding of operational processes, service delivery, and customer or member journeys.
Confidence supporting large-scale operational change or transformation, including working with ambiguity.
Strong stakeholder management skills; prior people management experience an advantage.
