Digital/Technical Product Manager - Mid Level

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.

The Opportunity

As Digital/Technical Product Manager - Intermediate Level the candidate selected for this role will support the discovery, delivery, and ongoing performance of our IVR/IVA experience for all calls coming to USAA. This person will be instrumental in optimizing the member experience across our voice platform. This position offers an opportunity to shape the future of our voice technology by driving the implementation of our product by analyzing performance data and reporting insights to inform optimizations and improvements to IVR experiences. You will collaborate with internal stakeholders and partners to tackle complex problems our members experience within the IVR before connecting to an MSR for assistance. Furthermore, you will contribute to the optimization and improvement of existing products and experiences, gaining valuable experience with Agile methodologies and project management tools like JIRA, and ensuring a cohesive, effective customer journey.

This candidate also supports the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across all channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.

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 one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Leverages Digital or Technology research, business and market intelligence, and data-driven insights to support team members to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
• Prepares supporting data and materials for generating compelling presentations, and other forms of communication, to inform and influence key stakeholders.
• Collaborates with stakeholders to formulate effective strategies for achieving key Digital or Technology product goals.
• Finds areas of opportunity and solves for customer pain points to inform and support team members.
• Leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.
• Researches and identifies industry best practices and trends to increase effectiveness of Digital or Technology products.
• Maintains and applies developing knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.
• 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 2 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing.
• 1 year of Customer Contact Channel experience within Insurance or Financial services industry will take place of 1 year of the minimum experience required.
• Experience developing presentations to communicate complex concepts to a diverse audience.
• Knowledge of Agile Methodology.

What sets you apart:

• AWS Connect: Familiarity with Amazon Connect or other cloud-based contact center platforms.
• JIRA Experience: Experience using JIRA for feature tracking and management.
• Agile Experience: Demonstrated understanding of Agile principles and methodologies.
• Conversational Voice Experience: Understanding of conversational AI principles and experience in designing voice user interfaces or dialogue flows.
• Data Analysis: Proven ability to leverage data-driven insights to inform product decisions and optimizations.

Compensation range: The salary range for this position is: $77,120 - $147,390.

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. The actual salary for this role may vary by location.

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.

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.