Head of Membership Operations

Location: Hybrid working from the HQ in Cossington, Leicestershire, or the London, Holborn office; fully remote working is not available.

Company

hirify.global provides trusted support, discounts, products, and services to more than 6 million members, including frontline workers and other real-life heroes.

What you will do

• Lead Member Operations end to end, including frontline service delivery, demand planning, vendor management, tooling, Knowledge, and QA.
• Translate strategic priorities into operational plans focused on member outcomes, service standards, and performance.
• Drive continuous improvement by simplifying processes, reducing member effort, and improving quality and efficiency.
• Use operational data and performance trends to identify risks, solve root causes, and balance outcomes with cost and investment priorities.
• Lead the adoption of AI, automation, and new technology while coaching operational leaders and building leadership capability.
• Partner with Product, Engineering, Data, and other functions to deliver operational improvements and maintain incident readiness.

Requirements

• Senior-level experience leading complex, multi-team operations and delivering service outcomes at scale.
• Experience embedding continuous improvement and using data to drive measurable operational change.
• Experience leading teams through significant technology and automation change.
• Strong cross-functional collaboration and influencing skills across Product, Engineering, and Data.
• Commercial judgment to balance member outcomes, efficiency, and investment priorities.
• Proven experience developing operational leaders and building succession capability.

Nice to have

• Experience with AI-driven or automation-led service environments.
• Experience in a fast-moving, technology-focused organization.

Culture & Benefits

• Hybrid working, flexible hours, and in-person collaboration in the offices.
• 25 days of annual leave plus public holidays, a birthday day off, and additional paid leave options.
• Annual company bonus, personal growth fund of £450 per year, and pension scheme.
• Private medical insurance, healthcare cash-back plan, enhanced family leave, and a colleague assistance programme.
• hirify.global membership, exclusive discounts, volunteering leave, free parking, EV charging, and an on-site gym at HQ.