Customer Systems & Tooling Manager

Location: Hybrid working with regular in-person collaboration at the HQ in Leicestershire or the London, Holborn office; fully remote working is not available.

Company

A membership organisation focused on delivering discounts, products, and high-quality services to emergency services and other frontline workers.

What you will do

• Define and deliver the Member Operations systems, tooling, and automation roadmap in line with business and member experience priorities.
• Evaluate technologies, automation opportunities, APIs, webhooks, and integration approaches for operational needs.
• Oversee the optimisation of operational systems, workflows, and automation solutions in partnership with Engineering.
• Establish governance for prioritisation, delivery, testing, and change management.
• Define and monitor KPIs covering system performance, automation, operational efficiency, and adoption.
• Manage escalations, data security risks, stakeholder alignment, and the continuous improvement of the Systems and Tooling function.

Requirements

• Experience managing the strategy and delivery of operational systems, tooling, or automation platforms in a customer or member operations environment.
• Experience with systems such as Zendesk, Salesforce, Intercom, or similar platforms.
• Practical understanding of workflow automation and integrations, including APIs and webhooks, with the ability to define requirements and coordinate with Engineering.
• Knowledge of operational processes, service delivery, member journeys, governance, testing, and change management.
• Strong stakeholder management and communication skills across operational, technical, and senior audiences.
• Curiosity about AI and emerging technologies, with evidence of exploring or applying AI tools.

Nice to have

• Experience supporting large-scale operational change or transformation initiatives.
• Experience with AI or automation tooling in a customer or member operations context.

Culture & Benefits

• Hybrid working with flexible hours and an emphasis on in-person collaboration.
• 25 days of annual leave plus public holidays, birthday leave, and additional paid volunteering and personal days.
• Annual company bonus, holiday purchase and sale scheme, and a £450 annual personal growth fund.
• Private medical insurance, healthcare cash-back plan, pension scheme, enhanced family leave, and confidential assistance support.
• Exclusive member discounts, free parking and EV charging at HQ, an on-site gym, and modern office facilities.