Customer Systems & Tooling Manager

Blue Light Card. Individually great, together unstoppable

Member Operations at Blue Light Card sits at the heart of how we serve the people who serve others. As we scale, the systems, tooling, and automation that underpin our operations are becoming ever more central to delivering the seamless, high-quality experiences our members deserve. This role owns that agenda, bringing together strategy, governance, and hands‑on delivery to ensure our operational platforms are fit for today and ready for tomorrow.

You’ll be joining a collaborative, cross‑functional environment where Member Operations, Product, Engineering, Delivery, Process Design, and Data teams work in close partnership. The Systems and Tooling team sits within Member Operations and plays a critical enabling role across the business, with this position responsible for the strategic direction and day‑to‑day management of the function.

It’s a role that combines genuine ownership of a growing capability with real breadth of stakeholder engagement, from shaping tooling priorities with senior stakeholders to working closely alongside engineers to translate operational needs into working solutions.

• Contribute to defining and delivering the Member Operations systems, tooling, and automation roadmap, ensuring it is aligned to business objectives and member experience priorities

• Evaluate emerging technologies, automation opportunities, and integration approaches, including APIs and webhooks, to support future operational and business needs

• Oversee the optimisation of operational systems, workflows, and automation solutions, defining integration requirements and working in close coordination with engineering teams to deliver them

• Establish governance frameworks that support effective prioritisation, delivery, testing, and change management across systems and tooling

• Define and monitor key performance indicators relating to system performance, automation, operational efficiency, and adoption

• Ensure systems and tooling operate in line with data security policies, including responsible handling of PII, escalating to compliance teams where required

• Serve as the escalation point for significant tooling, system, or operational challenges, using data and insight to develop the Systems and Tooling team and build a culture of accountability, collaboration, and continuous improvement

• Build trusted relationships with stakeholders across Member Operations, Product, Engineering, Delivery, and Data, ensuring systems and tooling align with business and member needs, communicating strategy, priorities, and risks with clarity and transparency

• Proven experience managing the strategy and delivery of operational systems, tooling, or automation platforms within a customer or member operations environment

• Experience with platforms such as Zendesk, Salesforce, Intercom, or similar operational systems

• Experience managing workflow automation and system integrations, including a working understanding of integration approaches such as APIs and webhooks, sufficient to define requirements, assess feasibility, and coordinate effectively with engineering teams

• Strong understanding of operational processes, service delivery, and member journeys, with knowledge of governance, testing, and change management practices

• Strong stakeholder management skills with the ability to build alignment and trusted relationships across teams and senior stakeholders

• Demonstrated curiosity about AI and emerging technology, with evidence of actively exploring or applying AI tools in your own work

• Excellent communication skills, with the ability to translate technical and operational concepts clearly for a range of audiences

• Experience supporting…