Digital Services Manager Jobs (NOW HIRING)

Who We Are
We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members.
At BHFCU, we're committed to improving the lives of our members every day, and we look for people who share that passion. Don't have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.
General Purpose: The Digital Services Manager is responsible for delivering on the innovative strategies, performance, and daily operation of BHFCUs digital banking ecosystem. This role oversees the end-to-end digital experience across online banking, mobile applications, electronic payments, digital account opening, and online loan application platforms. This role ensures these systems deliver seamless, secure, and user-centric experiences while driving adoption, engagement, and continuous growth.
Who We Are
We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members.
At BHFCU, we're committed to improving the lives of our members every day, and we look for people who share that passion. Don't have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.
General Purpose: The Digital Services Manager is responsible for delivering on the innovative strategies, performance, and daily operation of BHFCUs digital banking ecosystem. This role oversees the end-to-end digital experience across online banking, mobile applications, electronic payments, digital account opening, and online loan application platforms. This role ensures these systems deliver seamless, secure, and user-centric experiences while driving adoption, engagement, and continuous growth.

• Own and manage the overall performance and user experience of digital banking platforms, including online banking, mobile applications (iOS and Android), electronic payment systems (bill pay, P2P, ACH, A2A), digital account opening solutions, and online loan application platforms.
• Continuously evaluate and enhance the end-to-end user journey to improve ease of use, accessibility, and overall satisfaction.
• Partner closely with internal stakeholders, vendors and fintech partners to deliver intuitive, consistent, and member-centric digital experiences across all touchpoints.
  business units to promote digital services, support customer/member migration to digital channels, and increase awareness of available capabilities. Continuously identify and implement enhancements that expand digital offerings and improve conversion rates.
• Execute strategies to drive digital adoption, engagement, and utilization across all platforms.
• Stay informed on industry trends, competitive offerings, and emerging technologies to ensure the organization remains at the forefront of digital innovation. Analyze user behavior, transaction trends, and funnel performance to identify improvement opportunities and remove friction points.
• Partner with marketing and oversee the daily operation of digital banking systems, ensuring high availability, reliability, and optimal performance.
• Monitor system health, uptime, and transaction activity, proactively identifying and resolving issues. Lead incident management efforts, including troubleshooting, escalation, and coordination with internal teams and external vendors.
• Ensure all systems operate in compliance with internal governance standards, regulatory requirements, and cybersecurity protocols.
• Lead, coach, and develop a high-performing team responsible for supporting and advancing digital services.
• Establish clear goals, performance expectations, and professional development plans aligned with organizational priorities.
• Foster a culture of innovation, accountability, collaboration, and continuous improvement. Provide ongoing mentorship and guidance to team members, helping them build expertise in digital banking technologies and practices.
• Manage team capacity, resource allocation, and prioritization to ensure effective execution of operational and strategic initiatives.
• Lead and oversee cross-functional digital initiatives from concept through implementation, ensuring successful delivery of projects that enhance digital capabilities.
• Define project scope, timelines, deliverables, and success metrics while coordinating efforts across internal teams and external vendors.
• Apply appropriate project management methodologies, to ensure efficient and effective execution.
• Proactively identify risks, dependencies, and mitigation strategies, and conduct post-implementation reviews to assess outcomes and capture lessons learned. Maintain and manage a prioritized roadmap of digital enhancements and initiatives.

Other Duties/Responsibilities

• Serve as a primary point of contact for digital platform vendors and fintech partners, ensuring strong, productive relationships.
• Evaluate vendor performance against established service-level agreements and contractual obligations, addressing issues as needed.
• Assist in vendor selection, due diligence, and implementation efforts for new technologies, ensuring alignment with organizational goals and technical requirements.
• Establish, monitor, and report on key performance indicators, including digital adoption, active users, transaction volumes, conversion rates, and system performance.
• Utilize data analytics to inform decision-making, identify optimization opportunities, and measure the success of digital initiatives.
• Prepare and deliver regular performance reports and actionable insights to leadership.
• Ensure all digital services comply with applicable regulatory, legal, and cybersecurity requirements.
• Partner with risk, compliance, and information security teams to identify and mitigate potential risks, including fraud and data privacy concerns. Support internal audits, examinations, and regulatory reviews related to digital platforms and services, ensuring proper controls and documentation are in place.
• Coordinate with Learning & Performance and Marketing to ensure employees are prepared to give support and education for member digital banking experience, and to ensure members maintain high awareness of the financial capabilities of these systems.
• Participate in reoccurring IT and NCUA audits and cybersecurity assessments. Develop and maintain policies and procedures related to position essential responsibilities.
• Participate in design thinking sessions to help define, ideate, and prototype on new ideas.

Job Knowledge

• Expert level working knowledge of modern principles and best practices of banking technology, systems integration, and technical project management.
• Strong working knowledge of digital banking technologies and trends
• Strong working knowledge of digital account opening and online lending platforms
• Strong working knowledge of electronic payments (ACH, wires, P2P, bill pay)
• Strong working knowledge of project and program management.
• Knowledge of credit union rules, products, services, regulations, and procedures.
• Knowledge of applicable financial regulations (e.g., FFIEC guidance, NACHA rules)
• Understanding of cybersecurity principles and best practices
• Familiarity with core banking integrations and APIs

Job Qualifications (Skills)
Black Hills FCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

• Vision: A sighted person to read and interpret data.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members, and vendors.
• Manual Dexterity: Ability to perform necessary computer-related input.
• Physical Mobility: Prolonged periods of sitting at a desk and working on a computer. Ability to travel for meetings, travel to other offices, and the ability to work flexible hours.
• Maintain updated knowledge of Credit Union rules, products, services, regulations, and procedures.
• A strong business acumen to manage the digital branch as a lead producing element of the Credit Union sustaining business.

Job Qualifications (Ability)

• Ability to think strategically, critically, and logically.
• Ability to comprehend complex functions and procedures and to be able to disseminate that knowledge in a clear and understandable format to others.
• Ability to express oneself, clearly and concisely, both orally and in writing.
• Ability to prepare and maintain confidential records and reports.
• Ability to gather, assemble, correlate, and analyze facts and develop solutions.
• Ability to handle daily routine with moderate freedom to read and act upon various situations.
• Ability to prioritize duties, handle multiple tasks, and produce a high volume of work in a timely manner that is accurate and of high quality.
• Ability to rapidly adapt and respond to changes in environment and priorities and elicit cooperation from all levels of staff and management.

Job Qualifications (Education/Experience)

• Bachelor's degree in business, Information Technology, Finance, or related field.
• 5+ years of experience in digital banking, fintech, product management, or related digital services roles.
• Proven experience managing digital platforms such as online banking, mobile apps, or payment systems.
• This position requires flexibility and high professional standards of personal appearance, conduct, judgment, and the highest level of confidentiality.

Working Conditions:
Material and Equipment Involved

• Personal Computer
• Webex
• Slack
• Salesforce
• Tablet and Mobile Devices
• Projectors and Screens
• Microsoft Office
• IT Security Specific Software
• Various Other Software Applications

Work Environment/Physical Activities
Occasional travel to one of BHFCU's branch locations or attendance at community events may be required. This position has the option of a hybrid work schedule, with at least three days per week in the office or a fully remote schedule. An assessment of the remote work environment must be completed prior to a remote work plan being developed.
Position will be required to work flexible hours, including on-call rotations, to respond to incidents.
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must by capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
Mental and/or Emotional Requirements
Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.
Notice: This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment. Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all the personnel policies of Black Hills Federal Credit Union. Changes may be made to this job description at any time by the President. Black Hills Federal Credit Union is an equal opportunity employer.