Account Manager II - ELS

About Blackhawk Network

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview

The Account Manager II is responsible for the day-to-day operational management and support of assigned Digital/Financial Institution (FI) loyalty programs. This role serves as the primary operational point of contact for partners, ensuring program requirements are met, client requests are managed effectively, and operational issues are addressed in a timely manner. The AM II collaborates with cross-functional teams to support program performance, execute initiatives, and maintain strong partner relationships.

Responsibilities

• Manage and support assigned Digital/FI accounts, serving as the primary point of contact for day-to-day operational activities, partner inquiries, and program-related requests.
• Responsible for all operational tasks related to program management. This includes, but is not limited to, coordinating product and catalog setup, commission set-up and rate changes, inventory, fulfillment, reporting, settlement, and ongoing account maintenance.
• Build and maintain strong working relationships with partner operational contacts, ensuring a thorough understanding of program requirements, processes, and service expectations.
• Collaborate with various internal teams, including Operations, Technology, Product, Finance, and Fraud, to execute initiatives, address partner concerns, and drive timely resolution of operational issues.
• Manage operational incidents and escalations, including investigating discrepancies, coordinating internal resources, tracking issues through resolution, and communicating status, impacts, and corrective actions to partners.
• Communicate scheduled maintenance, system deployments, partner notifications, testing, approvals, and post-implementation follow-up to ensure operational readiness and compliance with partner requirements.
• Manage and coordinate partner requests and program enhancements, including new product and merchant additions, catalog updates, promotions, reporting requests, platform changes, and other operational initiatives.
• Generate, review, and analyze operational and financial reports, including sales, redemption, fulfillment, inventory, reconciliation, and service-level performance. Identify discrepancies, monitor trends, and coordinate appropriate follow-up.
• Monitor overall program health and performance, proactively identifying operational risks, process gaps, and opportunities for improvement to maintain service quality and partner satisfaction.
• Proactively manage competing priorities and operational deliverables across assigned accounts, ensuring timely follow-up, clear communication, and accountability for outstanding action items.
• Maintain accurate account documentation, internal systems, project trackers, and operational records to ensure visibility into outstanding requests, deliverables, and program activities.
• Participate in regular partner meetings, operational reviews, and internal discussions, providing updates on program performance, outstanding issues, and ongoing initiatives.
• Partner with Strategic Relationship Managers to support account objectives, escalating significant operational risks, partner concerns, and opportunities requiring strategic engagement.
• Demonstrate the ability to learn and support new product lines, platforms, and solutions offered by BHN to meet evolving partner and business needs.

Qualifications

• Proficient in Microsoft Outlook, Word, Excel, and PowerPoint.
• Excellent written and verbal communication skills.
• Strong organizational skills, including effective time management and the ability to manage multiple priorities.
• Experience with relationship development and management. Proven ability to build and maintain trust with clients
• Demonstrate initiative and sound decision-making skills
• Comfortable managing day-to-day responsibilities with minimal instruction.
• Ability to influence effectively across business functions.
• Demonstrated presentation skills.
• Demonstrate project management and logistics skills, with a proven ability to implement programs on time, according to specifications, and within budget.
• Ability to understand and manage the technical details of various programs and clearly explain key elements to partners.
• Comfortable working with complex and intangible product concepts that are not yet fully formed.

 

Experience Required

• 2+ years’ experience of account management, project management, client services experience preferred

 

We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results.  Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.

Employment is contingent upon the successful completion of a background check and drug screen.