Manager, Learning and Development

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.

The Opportunity

As a dedicated Manager, Learning and Development, you will be responsible for managing a team in the assessment of learning needs, development, and implementation of learning solutions. Consults with clients to develop action plans to close human performance gaps and drives execution leading to positive impact on business results. Identifies development needs, definition of learning requirements, and creation of learning paths. Governs portfolio of learning solutions community in support of USAA strategies and operational plan.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position must work hybrid to any of our regional office locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Tampa Campus, FL, Plano Legacy, TX, Chesapeake, VA, or Charlotte, NC. Relocation assistance is not available for this position.

What you’ll do:

• Ensures the most effective instructional delivery and measurement techniques are utilized and the performance objectives are met.
• Ensures effective facilitation of learning discussions, learning activities, coaching and small group interactions.
• Manages and instructs employees in multiple learning environments.
• Diagnoses learner performance problems, determines underlying causes and provides recommendations to improve performance.
• Evaluates, manages, and coaches teams by providing feedback that leads to sound business results.
• Plans, organizes, monitors and controls Learning projects using appropriate tools and techniques, ensuring efficient and effective utilization of resources.
• Accomplishes the objectives of the Learning project according to specification, on time and within budget.
• Ensures the collection of data on learning program effectiveness.
• Collaborates with Instructional Design on the analysis and evaluation of learning solutions.
• Identifies opportunities and facilitates detailed continuous improvement plans of process and program improvements.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you’ll 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 of progressive operational experience to include training design, development, facilitation and/or deployment.
• 2 years of direct team lead, supervisory or management experience.
• Advanced knowledge and experience with Microsoft Office Products (Excel, Word, PowerPoint).
• Demonstrated ability to clearly communicate complex ideas and concepts to others.
• Experience designing or collaborating custom learning/training programs and/or solutions.
• Command of basic curriculum design and adult learning principles.
• Experience and/or knowledge of needs assessment and curriculum design for diverse audiences and on a broad range of topics.
• Experience and knowledge of implementing aspects of evaluation models for determining training effectiveness (i.e., Kirkpatrick Model).

What sets you apart:

• 2+ years previous of working experience with Contact Centers.
• Learning and Development experience and/or understanding of learning principles.
• Ability to analyze performance metrics.
• Experience with Tableau data analysis.
• Ability to work out of one of our Regional locations 4 days a week

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: The salary range for this position is: $93,770-$179,240.

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are