Product Manager Senior - MIAM Non Digital Security Channels

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 Product Manager Senior - MIAM Non Digital Security Channels, you will support the development of the product vision, strategy, and roadmap for Member Identity and Access Management (MIAM) solutions across our voice channels (IVR, customer service, and branches). This role demands an understanding of voice authentication technologies, customer service processes, and branch operations to ensure a secure, efficient, and frictionless customer experience.

Facilitates the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal collaborators and partners to solve 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 (critical metrics) and Key Risk Indicators (KRIs). Employs User Centered Design and Design Thinking methodologies to bring premier Digital and/or Technology driven products to market. Develops the product strategy, vision, and goals and supports 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 one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is available for this position.

What you'll do:

• Independently demonstrates Digital or Technology research, business and market intelligence, and data-driven insights to find 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 collaborators and SMEs (Business, UX, Technology, Ops, Marketing, etc.).

• Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts.

• Continuously demonstrates advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against critical metrics/KRIs.

• Generates substantial 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 collaborators 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 standard methodologies 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 collaborators.

• 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.