• Implementation Manager

    Job Location US-CA-Pleasanton
    Product Management
    Position Type
  • About Blackhawk Network:

    Blackhawk Network Holdings, Inc. (NASDAQ: HAWK) is a leading prepaid and payments global company, which supports the program management and distribution of gift cards, prepaid telecom products and financial service products in a number of different retail, digital and incentive channels. Blackhawk’s digital platform supports prepaid across a network of digital distribution partners including retailers, financial service providers, and mobile wallets. Blackhawk’s Achievers Employee Success Platform™ enables social recognition, which dramatically increases employee engagement and drives business success. For more information, please visit www.blackhawknetwork.com or websites AchieversBlackhawk Engagement Solutions, CardpoolExtraMeasures, Gift Card LabGift Card MallGiftCards.com and OmniCard.


    The Implementation Manager position within Network Expansion and Operations Services (NEOS) is a project management based function, responsible for managing the end-to-end technical integration activities and managing the implementation of client solutions from inception to completion.  Areas of coordination but not limited to include Network Connectivity, Application configuration, Settlement Reporting design and delivery, Partner Support, Certification and Production validation. A BHN technology position, this role reports to the NEOS Manager of [Product / Distribution] Technology Implementation.


    • Lead new and existing clients through technical implementation, requiring technical expertise in Payments Host processing, including the ability to guide them through application development, file transmission methods, file and message layouts as defined in established on-boarding processes and protocols
    • Responsible for representing the Program to customers. Must be able to articulate technology and program positioning to both business and technical users. Must be able to identify all technical issues of assigned accounts to assure complete customer satisfaction through all stages of the sales process
    • Overall responsibility for the successful planning, execution, monitoring, control and closure of all Technical tasks related to a client implementation.
    • Communicate the status to the stakeholders (team, sponsor, client etc.), on a weekly basis ie Weekly client meeting and department tracker
    • Secure commitments for support players' time, as well as holding people accountable for performance of their project role
    • Efficient and effective throughput of IT implementation service delivery projects for timely revenue recognition and maximum customer satisfaction
    • Maintain technical knowledge regarding BHN specifications and tools
    • Define and document efficiencies to the process, refining a core set of capabilities that become repeatable
    • Collaborate with Engineering resources; act as the first layer gateway, ensuring efficient use of BHN engineering resources by providing our clients clear and confident direction around specification content and development direction
    • Demonstrate an ability to interpret and understand customer’s software / system requirements
    • Responsible for the identification and development of solutions; taking part in system, application and process design, with delivery in meeting BHN and client business specifications.
    • Participating in product development brainstorming sessions which leverage NEOS experience with existing products and services and knowledge of BHN clients and 3rd party service providers
    • Interface with both external partners and internal resources providing the highest level of Customer Service
    • Ensure that applicable regulatory directives are complied with e.g. Sarbanes-Oxley, current privacy legislation
    • Adhere to standard department processes and best practices
    • Research implementation issues and proposes customer specific resolution


    • Bachelor’s degree in Computer Science or Business Management or related discipline or equivalent work experience
    • Minimum 4 years experience in the Project Manager role or client-facing technical implementation role
    • Sense of project ownership and self-motivation with a track record of managing multiple complex tasks with the ability to work within a matrix organization
    • Excellent strengths in time management, organization skills and communication, both written and verbal in English
    • Demonstrated ability to anticipate, mitigate, and resolve conflicts across workgroups
    • Ability to make critical and successful decisions under pressure. Demonstration of sound judgment and methods
    • Facility to embrace change and understand the impact on the organization and business
    • Promote a team environment to accomplish work in an effective and efficient manner
    • Self-confident  with the ability to successfully interact and dynamically adapt communication styles with all levels of client organizations including C-level executives, middle management, finance and operations, technical/IT staff, and line personnel. This also includes the proficiency to direct and influence technical professionals
    • Ability to build constructive business relationships with senior business stakeholders and gain their trust
    • Demonstrated ability to negotiate with and manage external vendors
    • Comfortable working in a dynamic, fast changing environment

    Desired Skills:

    • Retail and/or payment processing industry experience especially with Point of Sale systems, payments gateways and payment processors a plus
    • Information Technology and Business consulting with previous experience in Sales Engineering, System Engineering or Professional Services, Production Support, Quality Assurance preferably with large to enterprise level companies engaged in Payments
    • Strong understanding of emerging business solutions, technologies, and delivery methodologies





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