Director, Business Process Ownership - Member Value

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, Business Process Ownership serving on the Member Value team, you will lead a team of business professionals responsible for the end-to-end ownership, governance, and ongoing management of assigned business processes. In this role, you’ll guide team members in partnering with enterprise stakeholders to facilitate process development, define business rules, gather requirements, and manage supporting artifacts. You’ll oversee the documentation, maintenance, and continuous improvement of processes, ensuring operational effectiveness and consistency while maintaining compliance with applicable policies, procedures, and regulatory requirements.

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, or Tampa, FL

Relocation assistance is not available for this position.

What you'll do:

• Responsible for leading a team that is focused on process ownership and improving business results by identifying process gaps and opportunities, recommending solutions and developing and monitoring key process performance indicators.

• Aligns with enterprise partners to define backlog and present the business case to compete for funding and ultimately ensure execution to output. Ensures the backlog is prioritized in accordance with business deliverables.

• Defines, develops and evaluates performance metrics to establish process success, and engages stakeholders to ensure cohesive and continuous alignment to measures of success. Utilizes and oversees reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and inform key stakeholders.

• Ensures risk mitigation is a top priority by diagnosing and quickly resolving risk opportunities. Influences business unit and business processes to address risk across all activities.

• Using prescribed project execution methodologies such as Agile, Six Sigma, Lean, and Waterfall, collaborates with process stakeholders to ensure timely execution of deliverables to improve or design-controlled processes.

• Manages identifies business process risks and oversees that appropriate controls are captured, documented, sustained and ultimately mitigated.

• 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.

• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.

• 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.

• 8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.

• 3 years of direct team lead, supervisory or management experience.

• Experience leading and/or participating in programs/projects, business process owner/consultant efforts in a dynamic environment.

• Extensive experience in the application of process management methodologies, standards and policies within a regulated environment.

• Knowledge of operational risk management practices.

• Organizational agility; with demonstrated ability in developing partnerships across a complex business landscape, while utilizing/ implementing Lean and continuous improvement methodologies.

• Experience gathering and assessing set of performance metrics to ensure both efficient and effective processes.

What sets you apart:

• Proven experience in leading process optimization initiatives using Six Sigma or