Why USAA?

The Opportunity

We are seeking a dedicated Director, Digital/Technical Product Management – CRM Digital Experience to work in a hybrid capacity in our San Antonio, TX office location. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

Leads a team of Digital or Technology Product Managers responsible for the strategy, ideation, definition, development and performance of digital and technology products and their experiences for USAA and its members. Oversees highly complex or strategic initiatives typically requiring confidentiality and enterprise-level visibility. Collaborates with Business and Technology stakeholders to lead a team responsible for tackling complex and challenging problems while maintaining situational awareness of the market in order to maximize the product portfolio. Focuses on the operational effectiveness, goals, and performance of the team and their products or product line (or set of product experiences), ensuring strategic alignment within a product portfolio.

What you'll do:

• Attracts, selects, and develops a Digital or Technology Product Management team in the attainment of product and experience goals and objectives.

• Manages day to day activities of the Digital or Technology product management team or and actively manages resources to ensure optimal efficiency and effective delivery.

• Responsible for end-to-end technology and digital product management activities for a product portfolio, or product line or group, or a major market segment or "vertical" market.

• Sets new Digital or Technology product strategies and leads team to define product strategy for a product portfolio, product line or group and oversees the development, analysis, and alignment of product strategy and roadmaps.

• Applies product management expertise in state-of-the-art digital and technology domains.

• Improves the business outcomes of the team by injecting strategic and innovative thinking in digital and technology product and service solutions.

• Guides teams in implementing data-driven methodologies across multiple channels, including emerging technology and mobility, to optimize end user experiences to drive KPI/KRIs.

• Guides team in developing best-in-class practices, tools, and processes to collect data, member feedback, derive insights, and inform product decisions.

• Leads team to effectively manage ambiguity, and influence others to drive clarity, solutions, and execution plan among team and stakeholders.

• Collaborates with and influences senior leaders, Digital or Technology product managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches..

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.

• 8 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an Advanced degree and 6 years of Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.

• 3 years of direct team lead or leading matrixed or cross-functional teams.

• Demonstrated ability to think strategically, communicate effectively, 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.

• Knowledge of Technology/Digital products and/or emerging technology platforms, applications, data analysis and research techniques, and standards.

• 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 Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.

• Ability to excel in a dynamic environment with shifting priorities and a high degree of independence.

• Demonstrated people management skills.

What sets you apart:

• Experience successfully leading large Member Service Representative (MSR) Tool or Contact Center Transformations.

• Background in Customer Relationship Management (CRM) Platforms and Capabilities.

• Experience integrating and executing MSR Tooling capability roadmaps.

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.

What we offer:

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. The salary range for this position is: $132,500.00 - $253,220.00.

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

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, please visit our benefits page on USAAjobs.com.

Relocation assistance is not available for this position.

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.