Customer Systems & Tooling Manager

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 large-scale operational change or transformation initiatives would be a bonus, as would experience of AI or automation tooling within a customer or member operations context

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