Director, Digital/Technical Product Management - Bank Contact Center Tools

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

Within the Bank Omni Sales & Service organization we are hiring a Director, Digital/Technical Product Management, to shape, manage, and optimize the tools and platforms that our contact center employees use to service and support USAA’s customers. Tools include core agent desktop/CRMs, performance management platforms, call recording & transcription, workflow systems and others leveraged within contact center operations. This leader will manage 4-6 product & process owners who oversee the different tools gathering stakeholder feedback and partnering with technology teams to optimize performance and drive business outcomes.   This role will join a broader team responsible for managing and enhancing the overall integrated contact center ecosystem across voice, live chat, and knowledge management systems.

This Director leads 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 enterprise-level visibility. Collaborate 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.

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, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

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.
• 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.
• 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 defining the product vision, strategy, and roadmap, ensuring alignment with overall business goals and user needs.
• Strong technical background, particularly in software development processes, methodologies, and platforms, to include knowledge of full-stack development, distributed systems, or specific technologies relevant to the company's products.
• Experience Leading and mentoring product managers and technical teams, fostering collaboration, and driving performance are critical. 
• Proficient in agile development frameworks (e.g., Scrum, Kanban) and associated tools (e.g., JIRA, )
• Strong analytical skills to assess product performance, market trends, and leverage data and metrics to guide investment decisions are important.
• Exceptional communication and interpersonal skills are vital for effectively collaborating with diverse teams, including senior leadership.
• A history of successfully launching and managing technology or digital products.
• Understanding of Artificial Intelligence concepts, capabilities, and potential applications within product development and business process automation. This is crucial for leveraging AI to enhance the Agent Desktop, work tools and automate processes.
• In depth experience in contact center operations and supporting agent desktop tools/CRMs used for servicing customers via phone and chat channels
• Understanding of contact center operations and the various tools/platforms within the interconnected ecosystem (e.g. IVR, call routing, telephony, CTI, CRMs)
• Demonstrated success in leading successful execution in a highly matrixed environment
• Experience or familiarity with systems like NICE, Flowable, and AWS desired.

Compensation range: The salary range for this position is: $143,320 - $273,930.

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.