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Executive, Digital Products

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Job ID R0065049 Date posted 08/17/2021

Purpose of Job

This role is accountable for leading our Product Management teams for the Conversational Platform domain which includes our chatbot/virtual assistant, IVR, and live chat experiences. This role will align Company / Enterprise and outcomes/objectives to maximize the discovery, delivery, and performance of digital/technology products. Serves as subject matter expert on measurement, outcomes and Key Performance Indicators (KPIs) and responsible for leading teams toward digital/technology product strategy goals. Creates, develops and sustains customer and business relationships with internal and external stakeholders and partners. Represents digital/technology products in executive meetings and provides thought leadership on performance and emerging trends. Acts as a point of contact for internal stakeholders. Utilize digital/technology product knowledge expertise (within the related industry) to influence outcomes.

Job Requirements

  • Identifies and manages existing and emerging risks that stem from business activities and the job role
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled 
  • Follows written risk and compliance policies and procedures for business activities
  • Sustains Business, Technology, and CoSA relationships, acting as digital/technology product point of contact for partners/customers
  • Implements the vision, strategy, direction, key performance indicators and outcomes of a Digital or Technology product portfolio
  • Serves as escalation point on day-to-day activities of the Digital or Technology product management organization
  • Leads organization to effectively manage ambiguity, and influences others to drive clarity, solutions, and execution plan among team and stakeholders
  • Collaborates with senior leaders, Digital or Technology product managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches with a specific product or technology
  • Promotes continued focus on evolving member needs and demand-based enhancements through member-based research (focus groups, usefulness testing, a/b testing, and other research methodologies) as appropriate
  • Monitors agreed upon goals and outcomes for products, services and transactions across digital channels and platforms
  • Manages investments, innovation mix, prioritization, and tradeoff decisions among member experience, performance, and operational support requirements at the project or program level
  • Attracts, selects, and develops top-tier Technology/Digital product management talent to continually maintain and transform USAAs digital/technology product offerings
  • Ensures technology capabilities align to architectural and system standards, promoting a consistent USAA approach to the development and deployment of global platforms and standards

Minimum Education:

  • Bachelor's degree
  • 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree

Minimum Experience:

  • 10 years of experience as a Technology, Product Management or Digital transformation leader for enterprise initiatives and platforms, with varying responsibilities from strategy to market to ongoing product improvements
  • 4 years of direct team lead or leading matrixed or cross-functional, large scaled teams
  • Demonstrated ability to think strategically and execute both strategic and tactical enterprise wide efforts related to the development and management of new products/product enhancements and leverage and influence leadership, and cross-functional teams to develop and execute product strategy
  • Solid business acumen combined with strong technical and customer experience foundations 
  • Outstanding people management abilities, creates and sustains environment to succeed
  • Proven leadership and ability to influence at all levels of management
  • Advanced facilitation, collaboration and consensus building skills, with extensive experience in presenting to cross-functional teams and Senior/Executive leaders
  • Demonstrated ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency
  • Demonstrates and maintains in-depth knowledge of regulatory requirements and supervisory expectations / laws impacting the organization’s risk management framework, governance, standards, capabilities and risk strategy across all lines of business
  • Experience working with Agile delivery/development organizations

Preferred Qualifications:

  • Executive level business acumen in the areas of business operations, industry practices and emerging trends required
  • Proven experience in Natural Language (NLU) and/or Interactive Voice Response (IVR)
  • Background in human-centered design and /or Digital product management including setting product strategy and roadmap
  • 3 or more years of experience working in a large matrixed organization
  • Ability to effectively manage the digital channel performance, while maintaining an excellent experience to ensure member needs and expectations are met
  • 3 or more years of experience in a technical or technical support function that included evaluating and analyzing industry trends, setting growth targets, implementing initiatives and projects, or interface design
  • Experience managing multiple senior executive customers and stakeholders


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 position. The salary range for this position is: $135,200 - $243,500

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

Long Term Incentive Plan: Cash payment for Executives only representing a cash payment which is both time and performance based


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.

Please click on the link below for more details.

USAA Total Rewards

Relocation assistance is available for this position.

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