Senor Digital/Technical Product Manager

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 a dedicated Senior Digital/Technical Product Manager, you will lead the discovery, delivery, and performance of critical telephony and call recording technology products within our fast-paced, compliance-driven financial services contact center. This role is pivotal in optimizing the member experience by designing and driving cutting-edge digital and technology solutions that directly support our mission to serve the military community. You will translate and prioritize complex technical needs into actionable product roadmaps, leverage data-driven insights to improve key performance indicators (KPIs) and mitigate risks (KRIs), and champion user-centered design principles. This is a senior individual contributor role within our Technology organization, requiring a deep understanding of highly technical products, strong collaboration with demanding stakeholders, and the ability to navigate high-urgency operational demands while ensuring regulatory compliance.

Facilitates 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 delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market. Develops the product strategy, vision, and goals and justifies decision-making related to the balance and mix of innovation types and investments.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX. Relocation assistance is not available for this position.

What you'll do:

• Independently employs Digital or Technology research, business and market intelligence, and data-driven insights to find opportunities, propose solutions, create and maintain roadmaps, and improve performance.

• Translates Digital or Technology product and experience opportunities (customer “needs” and “wants” as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, epics, features) and drives execution strategy.

• Shepherds complex Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant collaborators and SMEs (Business, UX, Technology, Ops, Marketing, etc.).

• Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts.

• Continuously employs advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against critical metrics/KRIs.

• Generates substantial insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.

• Leads cross-functional product teams and relationships to discover and build new Digital or Technology products, experiences, and features by collaborating with collaborators and organizational leaders to coordinate product development efforts aligned with strategic priorities.

• Prepares compelling presentations, and other forms of communication standards and templates, to present and communicate complex concepts to a diverse audience, including senior leadership.

• Conducts internal and external research and conducts situational analysis to identify and apply industry standard methodologies and trends to increase effectiveness of Digital or Technology products.

• Begins to bring in “big picture” thinking and seeks to drive clarity among team and collaborators.

• Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.

• Serves as a resource to team members and assists with on-boarding new employees.

• 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 Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.

• Shown ability to effectively develop, influence, present and communicate complex concepts to cross-functional teams, non-technical users, and leadership.

• Demonstrated ability to work in an Agile, Lean Product Development and Lean Portfolio Management environment.

• Knowledge of digital and technology strategy and delivery as it relates to roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.

• Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.

What sets you apart:

• Proven ability to think strategically, develop long-term product vision and goals, and articulate the "big picture." Demonstrated experience with Request for Information (RFI) and Request for Proposal (RFP) processes, including understanding vendor capabilities and cost structures. Strong understanding of financial principles, including business case development, ROI analysis, and budget management for product initiatives.

• Proven ability to lead cross-functional teams, influence stakeholders (even demanding ones with high urgency), and drive product strategy.

• Extensive experience with SAFe (Scaled Agile Framework), with a demonstrated ability to apply it effectively without over-engineering or creating unnecessary process overhead.

• Proven experience with call recording platforms, PCI compliance, Call Routing, Interactive Voice Response (IVR) systems, Contact Center Infrastructure and Integration.

• Demonstrated experience managing call recording legal requests and understanding compliance requirements across auto, property, life insurance, claims, and banking sectors.

• In-depth knowledge and experience with APIs, cloud platforms (AWS, Azure, or GCP), and a strong architectural understanding of telephony systems and their integrations. Experience with specific programming languages is a plus.

• Significant user centered design experience within a contact center environment is highly preferred.

Compensation range: The salary range for this position is: $114,080.00 - $218,030.00.

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.