Back
CX 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'll 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.
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 and track KPIs covering system performance, automation, and adoption.
Evaluate emerging technologies and tooling options and lead and develop a small team.
What You'll Bring
Established experience managing operational systems, tooling, or automation platforms in 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.
