Why USAA?
Let’s do something that really matters.
At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!
The Opportunity
As a dedicated Digital Technical Product Manager Senior, you will be joining our talented P&C Digital Platforms team with a focus on leading the P&C Conversational strategy and executing projects that will deliver key digital capabilities for our members. The Conversational strategy represents a focused investment in our Digital voice and chat platforms which includes the IVR (Interactive Voice Response), Virtual Assistant (chatbot), and Predictive Search. Additionally, the candidate will maintain strong, collaborative partnerships with Enterprise platform teams to execute and deliver on the strategy.
Facilitates the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates 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. Optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs 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.
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 San Antonio, TX office location. Relocation assistance is not available for this position.
What you'll do:
- Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
- Translates 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.
- Shepherds 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.).
- Leads 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.
- Generates 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.
- Prepares compelling presentations, and other forms of communication standards and templates, to present and communicate complex concepts to a diverse audience, including senior leadership.
- Conducts 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.
- Begins to bring in “big picture” thinking and seeks to drive clarity among team and stakeholders.
- Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.
- Serves as a resource to team members and assists with on-boarding new employees.
- 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.
- 6 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
- Proven ability to effectively develop, influence, present and communicate complex concepts to cross-functional teams, non-technical users, and leadership.
- 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 roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
- 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.
What sets you apart:
- At least 2 years of experience working with Conversational platforms (IVR, Virtual Assistant, Search) to include performance reporting, research & analysis, identification & refinement of solutions, and leading the execution of solutions to market.
- Experience leading or supporting platform modernization/transformation for Digital Voice (Interactive Voice Response) systems that required high levels of coordination, planning, and execution.
- Experience working with Generative AI tools and technologies (ie. ChatGPT, Large Language Models, Retrieval-Augmented Generation Models).
- Experience in coding languages such as SQL and visualization tools like Tableau.
- Knowledge of REST Web service (API) architecture with experience leveraging these technologies to deliver digital experiences.
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: $109,130 - $196,430.
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.
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.
