Digital/Technical Product Manager I – New Member Onboarding

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 Digital/Technical Product Manager, you will spearhead the discovery, delivery, and ongoing performance of USAA's New Member Onboarding digital and technology products and member experiences, collaborating closely with internal stakeholders to solve complex challenges and optimize customer journeys. This role demands the design and implementation of multi-platform solutions, continuous improvement of existing products across all channels to meet KPIs/KRIs, and the application of Human-Centered Design and Design Thinking principles. A key focus will be understanding Member Service Representative (MSR) experiences and pain points via user journey mapping, leading to the design of efficient call flows, support for user-friendly tool integrations, and streamlined MSR onboarding. You will leverage data-driven insights from feedback and analytics to identify opportunities, resolve customer pain points, and ensure product and experience performance aligns with critical metrics.

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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. 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.
• Assists with translating 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, features) and drives development of execution strategy.
• Shepherds 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.).
• Creates Business Case artifacts and hypotheses for scoping of Digital or Technology product and experience opportunities.
• Continuously leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs and 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.
• Develops customer (i.e., business partners, members, stakeholders) relationships to collaborate and understand current and future business needs.
• Prepares compelling presentations, and other forms of communication, to present and communicate complex concepts to a diverse audience.
• Researches and identifies industry best practices and trends to increase effectiveness of Digital or Technology products.
• Maintains and applies a maturing knowledge of the Business, Technology, UX, and relevant experiences and processes and an academic understanding of Product Management.
• 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 relevant education and/or experience.
• 4 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing.
• 1 year of Customer Contact Channel experience within Insurance or Financial services industry will take place of 1 year of the minimum experience required.
• Demonstrated ability to effectively develop, present, influence, and communicate business decisions.
• Knowledge of Agile Methodology.
• Preferred Contact Center Experience
• US military experience gained through military service or gained as a military spouse / domestic partner

Compensation range: The salary range for this position is: $103,450 - $197,730.

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