AVP, Availability Management

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

The AVP, Availability Management is responsible for leading the Availability Command Center (ACC), serving as the association command function responsible for operational execution, major incident management, business service availability, event coordination, operational readiness, and service restoration across the association. This leader is accountable for ensuring critical business services remain available, operational risks are identified and mitigated, and service disruptions are through coordinated command, communication, and recovery efforts.

The role provides executive oversight for association incident response, problem management, operational readiness, change risk management, and service resiliency activities. The AVP partners closely with Technology, Information Security, Infrastructure, Engineering, Association Risk, and Business Operations leaders to drive operational excellence, strengthen resiliency, improve service reliability, and enhance the member and employee experience. As the leader of the Availability Command Center, this position drives association-wide operational discipline, ensuring the organization is prepared to detect, respond to, recover from, and learn from operational disruptions.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in San Antonio, TX.

Relocation assistance is provided.

What you’ll do:

• Lead the association Availability Command Center (ACC), providing centralized command and coordination for critical operational events, major incidents, and service disruptions.
• Establish operating models and performance standards that ensure effective service restoration and operational execution.
• Maintain 24x7 operational readiness capabilities to support critical business services.
• Serve as the senior escalation point for association-impacting incidents and operational events.
• Ensure monitoring and operational processes support high levels of service availability.
• Ensure executive, regulatory, and stakeholder communications are timely, accurate, and actionable during service-impacting events.
• Execute the association Major Incident Management program.
• Direct association response efforts during critical incidents, outages, cyber events, and business disruptions.
• Lead command-and-control activities across technology, business, vendor, and operational teams.
• Ensure rapid diagnosis, escalation, decision-making, and service restoration during high-severity events.
• Facilitate executive-level incident briefings and post-incident reviews.
• Drive continuous improvement of incident response processes, playbooks, and operational procedures.
• Develop and execute the association availability management strategy aligned with business objectives and risk appetite.
• Establish availability targets, operational controls, and service health management practices for critical business services.
• Monitor association-wide service performance and identify risks impacting service availability.
• Champion a business-service-centric approach to availability management.
• Establish and monitor key performance indicators (KPIs) and key risk indicators (KRIs) related to availability, incident performance, recovery effectiveness, resiliency, and operational health.
• Lead operational preparedness efforts for critical business services and technology platforms.
• Ensure recovery procedures, escalation models, support documentation, and response plans are maintained and routinely validated.
• Oversee operational readiness assessments, tabletop exercises, failover testing, and recovery simulations.
• Partner with business continuity and disaster recovery teams, as well as Technology and Engineering Leaders to strengthen association resiliency capabilities.
• Identify operational gaps and drive remediation activities to improve recovery effectiveness.
• Build, develop, and lead high-performing operational management and command center teams.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 10+ years of progressive experience in technology operations, service operations, incident management, command center operations, availability management or reliability functions.
• 6 years of people leadership experience in building, managing and/or developing high-performing teams.
• Demonstrated experience leading association-scale Major Incident Management and operational command center functions. Proven experience managing association-wide operational risk, service restoration, and critical incident response.
• Experience partnering with executive leadership during crises, major outages, and business disruptions.
• Strong understanding of ITIL, SRE, Service Operations, ITSM, Observability, Business Continuity, and Disaster Recovery disciplines.
• Demonstrated success driving operational transformation, service stability improvements, and resiliency initiatives.
• Experience presenting operational performance, risk, and resiliency strategies to executive committees and senior leadership teams.
• Strong executive communication, stakeholder management, and decision-making capabilities.
• Experience leading 24x7 operations organizations supporting mission-critical services.

What sets you apart:

• Major Incident Management& Command Center Leadership
  • Experience running large compute/operational environment, multi-line of business/client environment
  • Fast paced
• Association Availability, Reliability & Resiliency Management
• Leadership over 24x7 Operations
  • Experience with follow the sun operation or other outsourcing experience

The salary range for this position is: $195,230.00 - $351,410.00.

Visa Sponsorship: USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.