Blue Light Card. Individually great, together unstoppable

The Role and the Team

Blue Light Card exists to give something back to the people who keep the rest of us safe, cared for, and supported. Member Operations is the team that makes that real every single day. Every year, the team handle millions of interactions with the frontline community BLC exists to serve. How members are supported is changing, and this role is responsible for leading that change.

As Director of Operations, you'll set the strategic direction for the function, owning the member experience across every operational touchpoint and evolving the operating model to deliver better outcomes at scale. Reporting to the CFO, you'll work closely with the C-suite and SLT across Product, Engineering, Marketing and Data, raising the profile of Member Operations and bringing the member voice into the heart of the business. You'll lead a function that is already embarking on meaningful change, with strong ambition to go further across automation, AI-enabled tooling and service design.

It's a role that calls for equal parts vision and pragmatism, and a genuine passion for the community BLC serves.

What You'll Do

· Set and own the strategic direction for Member Operations, evolving the function's operating model to deliver exceptional member outcomes and build the scalability needed for global growth.

· Oversee the adoption of technology, AI and automation across Member Operations, from evaluating and implementing solutions through to governance, optimisation and production-readiness.

· Drive operational transformation in close partnership with Product, Engineering and Data, securing the capabilities and process changes needed to deliver measurable improvements for members and the business.

· Champion the voice of the member across the organisation, using operational insight and feedback to influence product, technology and business priorities beyond the function.

· Build a high-performing culture within Member Operations, developing strong leadership capability and creating an environment where teams take ownership, embrace change, and continuously improve.

· Strengthen operational resilience through effective governance, incident management and continuous improvement, maintaining member trust at scale.

· Bring Member Operations into wider strategic conversations, ensuring the function is seen as a collaborative partner and a driver of member value across the business.

What You'll Bring

· An established career leading B2C customer or member operations at Director level or equivalent, with a track record of delivering meaningful transformation rather than incremental improvement.

· Proven experience designing and implementing technology, AI and automation solutions within an operations or customer experience context, including selecting platforms, running proofs of concept, and moving solutions into production.

· A collaborative, cross-functional leadership style, building trust with senior stakeholders and driving change through partnerships rather than waiting for them.

· Demonstrated ability to support teams through significant cultural and operational change, balancing pace with genuine care for people and bringing colleagues with you on the journey.

· A member-first mindset: someone who looks at operations through the lens of the experience being delivered, proactively seeks to solve pain points at source, and uses data and insight to do it.

· Someone who brings low ego and high impact, comfortable in a scale-up environment where the right answer for the member, the colleague and the business always carries more weight than process or precedent.

· Exposure to global or multi-market operations would be a bonus, but is not essential.

Our Culture

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