Compensation range : The salary range for this position is: $114,080 - $218,030.
Employment
full time
Sponsorship
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.).
Employer job description
From USAA's posting. “We” and “our” refer to the employer.
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.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
As a dedicated Digital/Technical Product Manager Senior, you will facilitate the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborate 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.
Optimize and improve existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employ 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.
What you'll do:
Independently leverage Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Translate 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.
Shepherd complex Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).
Lead the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts.
Continuously leverages advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.
Generate meaningful 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 stakeholders and organizational leaders to coordinate product development efforts aligned with strategic priorities.
Prepare compelling presentations, and other forms of communication standards and templates, to present and communicate complex concepts to a diverse audience, including senior leadership.
Conduct internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.
Begin to bring in 'big picture' thinking and seeks to drive clarity among team and stakeholders.
Maintain and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.
Serve as a resource to team members and assists with on-boarding new employees.
Ensure 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 relevant education and/or experience.
6+ years of Digital, Technical, Technology, or Product Management experience, including experience developing product strategies, roadmaps, business cases, and execution plans.
Proven ability to develop, influence, present, and communicate complex concepts to cross-functional teams, non-technical audiences, and leadership.
Experience partnering across business, operations, technology, analytics, user experience, risk, compliance, or other stakeholder groups to deliver product outcomes.
Experience working directly with business stakeholders and end users to identify needs, define requirements, and drive product outcomes.
Experience leveraging quantitative data, operational metrics, customer feedback, employee feedback, and business insights to identify opportunities, prioritize work, and measure outcomes.
Demonstrated ability to work in Agile, Lean Product Development, Lean Portfolio Management, or similar product operating environments.
Knowledge of product strategy, roadmap development, research, prioritization, and outcome-based decision-making practices.
Demonstrated ability to influence decisions, drive alignment, and navigate complex organizational structures without direct authority.
Experience translating frontline user needs, operational challenges, customer feedback, or employee pain points into product strategies, requirements, and measurable outcomes.
What sets you apart:
Experience managing products or technology capabilities supporting contact center operations, customer service organizations, servicing environments, or other employee-facing operational functions.
Experience supporting technologies used by frontline employees, operational leaders, quality management teams, coaching organizations, or service support functions.
Experience with CRM, workflow management, case management, knowledge management, quality management, coaching, performance enablement, or related servicing technologies.
Knowledge of contact center operations, employee servicing workflows, quality management practices, workforce processes, and operational performance metrics.
Experience conducting user research, field observation, journey mapping, workflow analysis, or other discovery activities to identify improvement opportunities.
Experience measuring and improving employee experience, operational effectiveness, productivity, quality, adoption, customer experience, or business outcomes.
Experience supporting large-scale operational transformation, technology modernization, process optimization, or employee experience improvement initiatives.
Experience within banking, financial services, insurance, healthcare, or other highly regulated industries.
Experience improving servicing experiences across voice, chat, messaging, or other customer interaction channels.
Experience developing executive-facing business cases, investment recommendations, and strategic proposals.
Experience partnering directly with frontline employees and operational leaders to identify pain points, simplify workflows, and improve employee effectiveness through technology-enabled solutions.
Compensation range : The salary range for this position is: $114,080 - $218,030.
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.
Employer application notice
Equal opportunity and accommodations
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.
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USAA · Phoenix Campus (Main); Tampa Campus; Charlotte, NC - CENTS; Colorado Springs Campus; Plano Legacy; Tampa Crosstown; San Antonio Home Office II/III
