Manager Product Implementation - Gift Cards

About the role

The Manager, Product Implementation reports to the Senior Manager, Product Implementation within the Implementation and Onboarding organization in Technology. The role leads and develops a team of Product Implementation Analysts, sets clear expectations and ensures the team delivers high-quality implementations on time, aligned with processes, product specifications and department goals. It also covers escalations, team performance and continuous improvement.

Key responsibilities

• Lead and develop the team: set expectations, hold regular one-on-ones and team meetings, coach and give feedback, run performance reviews, and handle employee-relations matters with HR where appropriate.
• Build team capacity: recruit, interview, hire and onboard staff, plan capacity, balance workload, delegate and ensure backup coverage and clear handoffs.
• Drive team results: turn department goals and OKRs into team priorities, and monitor delivery, quality, productivity and progress.
• Oversee implementation delivery: manage a high volume of retail, digital and incentive product implementations with approved processes, project tools and product specs, remove blockers and address risks and escalations.
• Maintain standards and capability: ensure team members follow Product Implementation standards, and coach and train them on products, processes, tools and project practices, including supporting training for internal and external stakeholders.
• Improve how the team works: identify and lead practical process and operating improvements.
• Collaborate with Product, Engineering, Operations, Supply Chain and Account Management, communicate proactively with partners, and embrace AI tool adoption to improve efficiency.

Required profile

• Experience leading, coaching or supervising team members; formal people-management experience preferred.
• Bachelor's degree or equivalent relevant experience preferred.
• Experience in gift card, payments or a related industry preferred.
• Ability to influence and drive outcomes across teams without direct authority.
• Curiosity about AI tools and emerging technology, with evidence of having used AI tools to improve work or processes.

Required skills

• Proficiency with Microsoft Outlook, Word, Excel and PowerPoint.
• Familiarity with project management tools.
• Strong written and verbal communication, organizational and prioritization skills, and problem-solving abilities.
• Ability to handle confidential information with discretion.

What we offer

• Employer-paid life insurance and a medical insurance copay benefit.
• Childcare reimbursement for children aged 0 to 4 attending a CAPI centre.
• Educational reimbursement for bachelor's, engineering, master's degrees or job-related courses, and scholarships at institutions such as ESI, Funiber and ADEN.
• Many discounts for employees showing their badge.