Director, Digital / Technical Product Manager – Investment Services Company (ISCO) Digital and Design Team

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 Director, Digital / Technical Product Manager – Investment Services Company (ISCO) Digital and Design Team, you will have accountability for owning and developing the Investments Digital Platforms experiences, leveraging both existing solutions and new AI solutions developed in partnership with the Association peer groups, while collaborating with cross-functional-journey teams along the entire end-to-end member journey. This DTPM Director will be accountable for developing and enhancing differentiating customer service experiences for automated chat responses, new IVR responses, voice-to-chat solutions and other platform experiences to address member questions for servicing digitally. This Director will analyze the voice of the customer, design responses to address the digital-member needs, ensure validity of responses and compliance of responses as we incorporate AI-based solutions, oversee the work prioritization by aligning across the member-journey teams from acquisition to servicing and nurturing, and then execute the solutions in partnership with USAA Association and IT teams.

This Director will also be coaching, developing and managing a selected team of Digital Technical Product Managers to deliver the best-in-class member-and-advisor experiences on digital platforms for investment services. The Director will be directly responsible for designing experiences that must adhere to Regulatory requirements while also addressing Digital and Design Governance standards and internal process-needs for both Members and Advisors. This ISCO Digital Director will also be the primary touchpoint for maintaining alignment with the

USAA Association Digital platforms teams for all digital scopes related to platform experiences across virtual assistant, IVA etc. to enable digital containment for servicing.

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: Plano , TX (PREFERRED) or San Antonio, TX . Relocation assistance IS 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 and/or 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. (Total of 12 years of relevant experience without bachelor’s 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:

• US military experience gained through military service or gained as a military spouse / domestic partner
• 8+ years hands-on experience in development of digital servicing solutions, in investments space.
• 5+ years Industry experience in Investments Servicing for – Managed Money and Brokerage.
• Understanding of AI applications in the areas of virtual assistant, IVR and other platform experiences, coupled with ability to identify and address associated risks.
• Prior experience of digital-product-management, including execution in partnership with IT, ownership of Digital MSAT management & collaboration.
• Extremely strong collaboration and influencing skills.

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.