Operational Change Manager (AI)

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

Company

hirify.global provides discounts, products, and services for members who work in public safety, care, and related essential services.

What you will do

• Represent Member Operations in kick-offs and planning for business-wide projects, product launches, partner updates, and pricing changes.
• Assess the impact of operational and business changes on servicing demand, processes, systems, colleague capability, and member experience.
• Own operational readiness plans, maintaining clear owners and timelines through go-live.
• Coordinate training, communications, knowledge base updates, and process changes before launches.
• Support operational managers in scoping and owning change, while building trusted relationships with Product, Engineering, Partnerships, and programme teams.
• Identify and escalate risks, adapt plans when needed, and review post-launch outcomes to improve future readiness planning.

Requirements

• Proven experience delivering operational readiness, change, or implementation work in a customer operations, contact centre, or customer service environment.
• Experience translating business and project changes into clear, practical operational requirements and prioritising changes of different sizes, from small tweaks to new propositions.
• Strong planning and organisational skills, including the ability to manage several readiness activities simultaneously using tools such as Jira and Confluence.
• Strong stakeholder management skills, including listening, clear explanation, and constructive challenge with colleagues at every level.
• Experience mentoring or managing colleagues, with a track record of building support and bringing others through change.
• Ability to take ownership, escalate appropriately, remain composed, and adapt plans as priorities evolve quickly.

Nice to have

• Exposure to AI or AI-related change.
• Awareness of frontline ticketing tools such as Zendesk.
• People management experience.

Culture & Benefits

• Hybrid working with flexible hours and in-person collaboration encouraged.
• 25 days of annual leave plus public holidays, a birthday day off, a Moments that Matter day, and a buy-and-sell holiday scheme of up to five days.
• Annual company bonus, personal growth fund of £450 per year, private medical insurance, healthcare cash-back plan, and pension scheme.
• Enhanced family leave, a volunteering or fundraising day, and a 24/7 confidential colleague assistance programme.
• hirify.global membership, exclusive discounts, free parking and EV charging at HQ, and an on-site gym with free HIIT and stretch classes.
• Inclusive workplace with a relaxed dress code and modern office facilities.