Blue Light Card. Individually great, together unstoppable

The Role and the Team

Blue Light Card's Operations team is growing, and this role sits right at the heart of that. As our Knowledge & Process Manager, you'll be stepping into a genuinely blank canvas, with the rare opportunity to build our knowledge management function properly from the ground up.

This is a role for someone who gets energised by structure, sees the potential in a well-governed knowledge base, and understands what great looks like. You'll also be laying the foundations for how AI works within our operations, balancing transformation with BAU excellence as the function evolves.

You'll manage a Process Designer and work closely with the wider operations team to embed ways of working that actually stick. As the team grows, there's real potential to build something great.

What You’ll Do

• Own and build out our knowledge management framework from scratch, defining taxonomy, governance, naming conventions and version control

• Lead the selection, implementation and ongoing optimisation of a knowledge management platform, establishing it as the single source of truth and driving adoption and content health across the business

• Ensure knowledge structures are built with AI-readiness in mind, laying the groundwork for future automation and chatbot capability

• Lead the design and continuous improvement of operational processes and SOPs in partnership with the Process Designer

• Embed SOP-first ticket handling across frontline teams, working with QA and operational leaders to drive consistency and quality

• Line manage and develop the Process Designer, setting clear objectives and fostering a culture of continuous improvement

• Influence cross-functional stakeholders to embed best practice ways of working and reduce process ambiguity across the organisation

What You’ll Bring

• Proven experience leading knowledge management at scale, with hands-on platform expertise across tools such as Guru, Confluence or Zendesk Guide

• A strong grasp of taxonomy, information architecture and content lifecycle management

• An understanding of how knowledge structures support AI applications, whether that's chatbots, intent detection or automation

• Experience driving behavioural and cultural change within support or contact centre environments

• A background in process design and operational governance, with the ability to translate complexity into clear, accessible documentation

• People management experience, with a track record of developing others and building high-performing teams

• Experience building a function or capability from scratch would be desirable

Our Culture

Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, 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, where you can make the most of our fully stocked snack drawers – 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 believe that employing a diverse workforce is key to our success. 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

• Hybrid working and flexible hours

• EV charging and free parking onsite at HQ

• 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days

• A company bonus scheme

• Your own Blue Light Card and exclusive access to thousands of discounts

• Generous funded BUPA medical insurance covering pre-existing conditions

• Auto-enrolment pension scheme via salary sacrifice, with employer NI savings reinvested into pensions

• Enhanced parental leave and absence leave

• Healthcare cashback plan

• Employee assistance programme (including mental health support) and mental health first aiders

• Great social events e.g., festive party, summer party, team socials, sports matches

• Regular company-wide recognition events e.g. monthly Light’s Up and annual Shine awards

• Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks)

• Onsite gym at HQ (including access to free HIIT & stretch classes)

• Strong learning and development culture and personal growth fund

#LI-Hybrid