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 Program Manager Senior will play a pivotal role in transforming how we deliver member service and value across the Bank. This role will support the Bank Operations Sales and Service (BOSS) business in deployment of future state strategies enhancing our ability to achieve a best in class service experience. Individuals will work closely across various Bank and Enterprise partners, including technology, program management, risk and business leaders to design and implement a broad portfolio of initiatives. This role requires individuals who are self-starters, thrive in a fast-paced environment, handle complex concepts, and are passionate about driving systemic change. They will serve as a trusted advisor to internal teams, helping define needs and solutions that create measurable change.
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, Phoenix, Charlotte, NC or Tampa, FL.
Relocation assistance is not available for this position.
What you'll do:
- Defines and maintains program strategies commensurate with the level of risk, size, and complexity to ensure individual efforts align with organizational goals.
- Responsible for providing input and recommendations on multi-year business plans to deliver business capabilities and define execution approach to achieve business goal while reducing risk and delivering early business value.
- Facilitates meetings with executive management and project / program sponsors to define solutions and delivery.
- Prepares reports that provide stakeholders and management with status updates to include identifying risks or issues.
- Performs analyses, root cause identification and development and recommendation of key work products.
- Negotiates agreements, settles disputes equitably and diffuses situations.
- Negotiates program tradeoffs with IT and the business as the program develops to ensure alignment of demand to capacity.
- Adheres to EPMO processes, procedures, controls, standards, tools, and templates (as required).
- Adheres to governance rigor required for work efforts.
- Drives the adoption and sustainment of changes within the organization in compliance with USAA’s Change Management methodology.
- 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.
- 6 years of project and / or program management experience, including experience defining a new program and/or managing large-scale projects.
- Proficient experience in Principles of Project, Program or Portfolio Management to develop multi-year business plans.
- Proficient knowledge of program efforts management tools and methodologies.
- Understanding and demonstrated application of risk management policies and procedures.
- Knowledge of program management methodology and techniques; program performance evaluation and change management principles.
- Experience maintaining and reporting on work effort(s) budgets / methodologies.
- Proficient experience in USAA’s change management methodology or similar industry change management methodology.
- Demonstrated experience using knowledge of the business, its products, and processes to assess program risks and rewards across multiple technologies and business goals.
What sets you apart:
- Proven experience developing and executing complex, cross functional initiatives with multiple workstreams, dependencies, and stakeholders to deliver initiatives aligned with regulatory requirements and organizational standards.
- Strong organizational and execution skills, with the ability to translate ambiguous or complex topics into clear plans, milestones, and deliverables.
- Demonstrated ability to learn new domains quickly and work effectively in evolving or ambiguous environments.
- Familiarity with workflow, telemetry, or delivery tooling, with an AI aware mindset (e.g., data informed decision making, intelligent automation, or continuous optimization practices).
- Proficiency in project management tools, such as SalesForce, Clarity, Jira, and/or JWM.
- Deep experience in Banking products and/or Contact Center serving support.
Compensation range: The salary range for this position is: $103,450 - $191,970.
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.
