Post-Acquisition Integration & Digital Operations Transformation

OVERVIEW:

An operational initiative focused on stabilizing, documenting, and modernizing how BHN managed CashStar (digital business segment) operations post-acquisition. I was brought in to map the existing organizational structure, identify key gaps in support/escalation processes, and drive resolution across several interconnected workstreams.

KEY PLAYERS:

  • Chief Strategy & Corporate Development Officer

  • Chief Marketing Officer

  • Vice President Transactional Sales

  • Vice President Marketing

  • Vice President Branding

  • Sr. Director Revenue Strategy & Analytics

  • Vice President Product Marketing

  • Vice President Enterprise Sales

  • Chief Information Security Officer

  • Marketing Teams

  • Sales Teams

  • Product Teams

KEY OBJECTIVES:

  • JIRA → SNOW Migration: Transition CashStar's internal and external ticketing from JIRA to ServiceNow (SNOW), including access management, approvals, and onboarding/offboarding workflows

  • Access Management: Define and implement a standard process for onboarding and offboarding internal BHN employees and external brand/client users to CashStar systems; establish proper oversight, auditability, and deprovisioning controls

  • Support & Escalation Process Documentation: Map the full end-to-end escalation flow across Customer Care, Client Success, Prod Support, and Velocity AM teams; identify gaps and define the go-forward standard

  • Organizational Clarity: Identify and meet key stakeholders across the CashStar org; define roles, deliverables, and project plan; document as-is processes before designing future state

  • Training & Self-Service Portal (Long-Term): Build toward a self-service training portal for CashStar system users, including video training for multiple platforms

KEY OUTCOMES:

  • JIRA → SNOW Migration ticket (ENHC0016201) entered and progressed through completion

  • Internal user access management transitioned to SNOW; onboarding/offboarding tasks standardized

  • External brand/client access process defined with dual approval requirement (AM + brand approval)

  • Access management risk assessment completed and documentation provided to Risk team

  • Escalation flows documented across all tiers: Customer Care → CC Escalations → Prod Support → Client Success

Process Engineering