Executive Director, Business Excellence (Sales & Services)

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

The dedicated Executive Director, Business Excellence, for Bank OMNI Sales and Service (BOSS) is a critical leadership role responsible for proactively managing and mitigating vulnerabilities across the BOSS business. This role centralizes accountability for all safeguard functions within BOSS, ensuring alignment with Bank Risk Program and RGF expectations and enabling operational resilience through repeatable processes and data-driven insights. This Leader will manage a team of subject matter experts specializing in BOSS vulnerability and control, providing comprehensive and proactive business coverage and will oversee the team's efforts to streamline safeguard-related processes, enhance collaboration, and minimize disruption to BOSS operations.

The ED, BOSS Business Excellence utilizes executive-level business acumen, strategic thinking, process improvement, and decision-making abilities and provides effective hands-on management and leadership.

This position can work remotely in the continental U.S. with occasional business travel.

What you'll do:

• Oversee key initiatives and accelerate the strategic execution of key cross-functional workstreams

• Develop and maintain an end-to-end strategy to improve the use of employee feedback as a key element of our process improvement efforts and target state design

• Effectively implement a process that can be used horizontally, at scale, across the Bank to improve the pull-through of innovative ideas from our employees

• Design integrated communication plan to provide employees feedback on the outcome of their ideas

• Ensures effective oversight, governance, risk identification, and compliance in place to monitor channel performance; identify, measure, and report on performance targets

• Enable target-state employee and member experiences and operational excellence through effective process management, change delivery, and communications

• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• 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.

• 10 years of channel or large-scale sales, service, or operations experience within a highly regulated environment.

• 3 years of experience in sales/service effectiveness or performance analytics and reporting, including experience providing trends/solutions in a contact center or large operations environment.

• 4 years of people leadership experience in building, managing and/or developing high-performing teams is required.

• Ability to develop successful relationships with internal stakeholders and negotiate and influence at all levels of the organization.

• Experience leading through change and communicating effectively at scale.

• In-depth knowledge required of financial industry laws, rules, and regulations as well as regulatory guidance on processes, programs, and operations

What sets you apart:

• Experience in contact center operations

• Experience in first and second-line operational risk/compliance

• Deep Familiarity with bank risk programs

• Leadership experience

• US military experience through military service or a military spouse/domestic partner

Salary: The salary range for this position is: $147,750-$265,950.

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.