Salesforce Business Systems Manager (Hybrid - Coppell, TX or Pleasanton, CA)

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.

Hybrid flexibility: At Blackhawk Network, you’ll enjoy the best of both worlds—focused remote work plus in-person collaboration at our Coppell, TX office or Pleasanton, CA office. This rhythm gives you the tools, connection, and autonomy you need to make a real impact.

Overview

Own the business-side coordination and day-to-day stewardship of Salesforce for Sales. The role owns cross-functional intake and business requirements for Salesforce changes, connecting Sales and relevant partner teams with GBA, Technology/IT, GRO and reporting teams so that requests are understood, prioritised, properly assessed and delivered with clear business ownership. The role covers Salesforce only; it coordinates with connected-system owners when a Salesforce change may affect them, but does not own those systems.

This is a business-facing platform-owner role, not the hands-on technical administrator. GBA retains technical assessment and delivery, including configuration, access administration, integrations, bulk system work, technical documentation and technical release execution. The role works with CRM Enablement and business teams rather than replacing their user guidance, adoption support or routine record-maintenance responsibilities.

Responsibilities

Business intake and prioritisation

• Own the agreed intake route for cross-functional Salesforce change requests.

• Clarify requests, document the business problem and expected outcome, assess urgency and impact, and maintain a visible prioritised backlog.

• Own the gathering and documentation of Salesforce business requirements with Sales and affected partners, including Marketing, Credit, Legal, Compliance and I&O, where relevant.

• Coordinate business priorities and recommend trade-offs; escalate material cross-functional or strategic choices to the business sponsor.

Change coordination and delivery

• Coordinate changes from request through discovery, business review, testing, approval, release readiness and follow-up.

• Partner with GBA early to assess technical feasibility, dependencies, risks and the appropriate solution approach. Confirm technical scoping before communicating delivery timelines.

• Assess impacts on users, business processes, data and connected systems; involve affected business owners in decisions and validation.

• Track actions, decisions, risks, dependencies and delivery status, and keep stakeholders informed.

• Coordinate business testing and acceptance. Ensure the required technical testing is completed by GBA and that business sign-off is recorded before release. GBA executes technical release tasks.

Business process and operational readiness

• Define and document business process changes and operating impacts, and coordinate with CRM Enablement on user-facing guidance, communications and adoption support.

• Maintain a clear hand-off between business requirements, technical delivery and user support; route first-line how-to questions to the agreed CRM Enablement support model.

• Maintain an understanding of Salesforce automation and connected processes so proposed changes can be reviewed for business impact and risks.

Platform health and cross-team coordination

• Coordinate regular reviews of Salesforce health, including open requests, errors, automation, integration issues, data quality, access visibility and usage.

• Work with GBA to resolve or escalate technical issues and with SBA on reporting, analytics, data-quality measures and health reporting.

• Coordinate cross-functional remediation where issues span Salesforce and business processes; ensure the accountable data or process owner is involved.

• Ensure the role is included early in stakeholder discussions that may affect Salesforce processes, data or Sales business practices.

Decision rights and role boundaries

The role is accountable for business-side intake, requirements, prioritisation coordination, process impact, stakeholder alignment, delivery visibility and business readiness within the approved remit. It may recommend priorities and solutions but does not independently approve technical access or make technical design decisions outside its delegated authority.

The following responsibilities remain with partner teams under the current RACI model:

• GBA / technical delivery: technical discovery and feasibility; Salesforce configuration and automation; access, licence and joiner/mover/leaver administration; integrations; bulk updates and technical data corrections; technical testing, technical documentation and release execution.

• CRM Enablement: user guidance, first-line how-to support, adoption communications and defined routine account, contact, lead and opportunity updates, excluding bulk changes.

• SBA / reporting and analytics: reporting definitions, dashboards, CRM data-quality standards and measures, discrepancy investigation, integration-health reporting and pipeline/forecast/performance reporting.

• Business stakeholders and data owners: provide and validate requirements, participate in functional testing, and remain accountable for the accuracy of the business information they submit.

• Business sponsor: resolve material operating-model choices, strategic priorities and cross-functional trade-offs.

Qualifications

• Experience coordinating Salesforce improvements in a business-facing role, ideally supporting Sales Operations or a commercial function.

• In depth knowledge of Salesforce capabilities, user processes, data structures and common CRM terminology; able to translate business needs into clear requirements without being the technical implementer.

• Strong stakeholder coordination skills across business, technology and operational teams.

• Experience managing a request backlog, change lifecycle, dependencies, risks, decisions and communications.

• Familiarity with business acceptance testing, release readiness and change control.

• Strong written communication, facilitation, organisation and problem-solving skills.

• Understanding of data quality, access controls, privacy and the need to follow company security and change policies.

• Comfortable working with reporting and technical specialists to understand impacts and interpret system-health information.

• Salesforce Administrator certification is required.

• Relevant practical experience is also expected; certification does not replace the need to demonstrate the role’s business-facing coordination and requirements skills.

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.

Benefits

Salary Range for all U.S. Residents (excluding Alaska, California, North Dakota, South Dakota): $82,960.00 to $112,000.00Salary Range for California Residents: $106,660.00 to $144,000.00

Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Blackhawk Network offers benefits including 401k with employer match, medical, dental, vision, 12 paid holidays throughout the year, sick pay accrual according to state law, parental leave, life insurance, disability insurance, accident and illness insurance, health and dependent care flexible spending accounts, wellness benefits, and flexible time off for all full-time employees.