Digital Services Manager

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: Responsible for direct supervision of daily operations in digital banking, electronic payments, custom development, and business intelligence activities for BHFCU. These services help ensure the Credit Union is strategically positioned to provide: a world-class digital branch experience; (CU) staff with efficient business applications; and (CU) management with accurate decision support systems. The Digital Services Manager is a working manager position and will report directly to the VP Innovation. The position is eligible to serve in a remote capacity, though with minimum expectations of regular onsite training and special event engagements.


Essential Duties/Responsibilities

1. Lead staff who develop and support: digital banking programs, development operations (DevOps) and business intelligence services. Track staff performance, coach and counsel as necessary, and provide personalized, professional development structure.
2. Lead digital banking related projects that support the strategic plan, provide world-class digital experiences, and create process efficiencies. Ensure the completion of assigned projects on time, to specifications, and with accuracy and efficiency.
3. Act as a subject matter expert in all digital banking and electronic payments products. Provide guidance and advanced support to contact center and branch staff to resolve complex system issues.
4. Develop and maintain the highest levels of security around and within the digital banking and payments framework. Perform regular risk assessments of all aspects and mitigate threats effectively through various means.
5. Support DevOps and Business Intelligence accountability, driving business objectives through existing and created platforms. Participate and lead discussions with BHFCU management to provide solutions to process workflow, product growth, regulatory adherence, and staff efficiency.
6. Responsible for managing and directing people and/or resources with fairness and consistency to meet departmental goals. Promote teamwork and encourage process improvement, while creating a positive work environment where employees feel recognized and valued. Responsible for evaluating employees, determining talents and development opportunities, and working with employees to improve performance, enhance skills, or create loyalty to the credit union. Conduct timely employee performance appraisals and coaching, and effectively resolve employee issues and performance concerns.

Other Duties/Responsibilities

1. Assist in maintaining positive vendor relationships to ensure strict adherence to service and maintenance contracts, while developing partnerships to deliver high value-added features and services.
2. Maintain close relationships with compliance and legal teams to remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the digital banking products and services offered to members or BHFCU.
3. Coordinate with Learning & Performance and Marketing to ensure employees are prepared to give support and education for member digital banking experiences, and to ensure members maintain high awareness of the financial capabilities of these systems.
4. Participate in reoccurring IT and NCUA audits and cybersecurity assessments. Develop and maintain polices and procedures related to position essential responsibilities.
5. Ensure software development activities adhere to SDLC policy/procedures and coding guidelines.
6. Participate in design thinking sessions to help define, ideate, and prototype on new ideas.

Job Knowledge

1. Expert level working knowledge of modern principles and best practices of banking technology, systems integration, and technical project management.
2. In-depth knowledge and the application of relevant software programs.
3. Knowledge of Credit Union rules, products, services, regulations, and procedures.
4. Knowledge of compliance and regulatory issues for financial institutions.
5. A strong business acumen to manage the virtual environment as a lead producing element of the Credit Union sustaining business.

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.

1. Vision: A sighted person to read and interpret data.
2. Speech/Hearing: Ability to communicate verbally and in writing with staff, members, and vendors.
3. Manual Dexterity: Ability to perform necessary computer-related input.
4. Physical Mobility: Prolonged periods of sitting at a desk and working on a computer. Ability to travel for meetings and to make presentations on Credit Union's behalf, travel to other offices, and the ability to work flexible hours.
5. A strong ability to communicate with all levels of management, yet also have a working understanding of programming concepts to communicate direction and troubleshooting with programming staff (both) internally and externally.
6. Maintain updated knowledge of Credit Union rules, products, services, regulations, and procedures.

Job Qualifications (Ability)

1. Ability to think strategically, critically, and logically within the responsibilities of the Position.
2. Ability to comprehend complex functions and procedures and to be able to disseminate that knowledge in a clear and understandable format to others.
3. Ability to express oneself, clearly and concisely, both orally and in writing.
4. Ability to prepare and maintain confidential records and reports.
5. Ability to gather, assemble, correlate, and analyze facts and develop solutions.
6. Ability to handle daily routine with moderate freedom to read and act upon various situations.
7. 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.
8. 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 Computer Science, Business or relevant degree is required. A four-year college level of language, math and reasoning skills is required. Ideal candidate will have at least five years' experience deploying technology solutions and managing teams.


This position requires flexibility and high professional standards of personal appearance, conduct, judgment, and the highest level of confidentiality. EOE M/F/H/V

Working Conditions

Material and Equipment Involved

• Personal Computer
• Credit Union Computer Systems / Internet
• Tablet and Mobile Devices
• Video Recording Devices
• Various Software Applications
• Presentation Aids

Work Environment/Physical Activities

The job calls for a high degree of mental concentration to interpret and act upon a wide range of situations.


Notice: This job description is not intended to be, nor should it be construed as, a contract or guarantee for employment. BHFCU adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all the personnel policies of the 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.