VP, Member Relations

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 VP, Member Relations, you will provide executive level leadership to the Association Complaints Center of Excellence to, accountable for ensuring regulatory compliance, enhancing member experience, and driving association-wide integration of complaints process, analytics, reporting and technology. Implements a standardized, controllable process for handling member complaints across the Association. Builds and develops centralized capabilities to support the Association, aligning IT, analytics and operational practices with strategic priorities and regulatory expectations.

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. Relocation assistance is available for this position.

What you'll do:

• Defines and executes the vision and strategic direction for the Association Complaints Center of Excellence, building the program from inception to target state across CEO Member Relations, Complaints IT support, and Complaints analytics and reporting teams.

• Leads the development and implementation of a hub-and-spoke complaints management model, partnering with senior leaders across lines of business and functions to co-develop improvement plans based on complaints, escalations, and CEO-level feedback. Drives systemic efficiencies and shared capabilities that improve member experience and regulatory alignment.

• Accountable for synthesizing complaint insights as part of broader Voice of Member (VOM) analysis. Communicates actionable insights to executive stakeholders including the Executive Leadership Team (ELT), CEO, and Board of Directors. Manages executive escalations and identifies patterns, trends, and repeat issues with member complaints.

• Leads closed-loop issue management by analyzing systemic drivers of member dissatisfaction, leveraging data insights to inform resolution strategies and continuous improvement.

• Develops, executes, and oversees the Association Complaints Management process, ensuring adherence to applicable policies, procedures, regulatory requirements, operating strategies, and strategic roadmaps to achieve operational effectiveness and efficiency. Develops multiyear technology roadmap and portfolio to ensure continued evolution of complaint servicing.

• Establishes and implements a robust governance process for association complaints management incorporating regulatory requirements, best practices, automation of technology advancements and reporting capabilities.

• Serves as the primary point of contact for representing USAA complaint handling to regulatory agencies. Oversees timely and accurate responses, resolutions, and tracking of consumer and regulatory complaints.

• Develops and drives a multi-year technology roadmap and portfolio to support the continued evolution of complaint servicing. Drives technology transformation initiatives aligned with strategic goals and management reporting needs.

• Responsible for validating complaint data accuracy and provides reporting/analysis and responsible for presenting values-based interpretation to the Board of Directors, company Presidents, senior executives, CEO, Executive Leadership Team and senior management on member trends, reputational risks, action plans and resolution.

• Partners with the Head of End-to-End Service and Operational Insights to understand the intersection of servicing and complaint insights, driving systematic improvements across the Association.

• Responsible for monitoring changes in the regulatory environment and industry trends. Provides guidance and communicates findings across USAA to ensure proactive compliance and strategic alignment.

• 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 progressive experience in member advocacy, satisfaction, and complaint resolution, with a strong track record of developing strategic initiatives, leading major operational improvements, and leveraging data and analytics to enhance the overall customer/member experience.

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

• In-depth experience leading the design, implementation, and maintenance of a Complaint management operational, compliance, or risk management framework in a large financial institution.

• Demonstrated experience analyzing and synthesizing data to drive insights and identify regulatory, operational, or emerging risks.

• Extensive knowledge, understanding and application of risk management and compliance framework and guidelines.

• Executive-level leadership in driving technology transformation, including automation and integration of association complaints platforms, aligned with long-term strategic roadmaps and member-centric service models.

• Demonstrated executive experience leading relationships with banking regulators.

• Demonstrated communication, presentation, and influencing skills, with demonstrated ability to convey complex issues effectively to executive leadership, the Board, and regulators.

What sets you apart:

• Experienced Regulatory Knowledge

• Experience building strong performing teams in a highly matrixed organization

• Experience leading highly accomplished executives

• Complaints experience is a plus

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

Salary: The salary range for this position is: $224,250-$403,650.

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.