AVP (Executive), Membership Rules and Entitlement

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 AVP, Membership Rules and Entitlement, you will be responsible for serving as a strategic partner in advancing USAA’s membership governance framework. Develops, oversees, and executes eligibility and entitlement standards that ensure fairness, regulatory compliance, and alignment with USAA’s mission. Through cross-functional collaboration and data-driven insights, drives consistency across channels, facilitates expansion initiatives, and enhances member trust by promoting transparency and operational excellence

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, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Governs and operationalizes membership eligibility rules across all entry pathways, ensuring clarity, consistency, and alignment with USAA’s mission and regulatory obligations.

• Drives strategic eligibility expansion initiatives by evaluating new pathways and ensuring proposals maintain regulatory integrity and mission alignment.

• Manages and executes member entitlements, ensuring accurate access to products, services, and benefits based on eligibility status.

• Develops and oversees exception handling frameworks to address unique member scenarios and ensure enterprise alignment.

• Maintains and communicates Member Owner rules and experience, including status updates, benefit messaging, and engagement strategies.

• Leads the standardization of membership policies by transforming complex governance frameworks into clear, actionable guidance for consistent execution across the association and member-facing channels.

• Collaborates with Legal, Compliance, Membership Experience, and other key stakeholders to ensure eligibility and entitlement frameworks meet federal/state regulations and are embedded into member lifecycle processes.

• Leads strategic performance evaluation by interpreting key metrics, such as eligibility accuracy, compliance outcomes, and member sentiment, to inform enterprise-level improvements and reinforce trust in membership governance

• Responsible for driving the adoption of updated rules and standards across lines of business/functions and channels, ensuring consistent execution and member understanding.

• Provide strategic leadership in shaping the future of membership eligibility by maintaining a comprehensive understanding of external trends, competitor practices, and demographic shifts; translate these insights into proactive strategies and rule evolutions that ensure USAA's continued success and relevance.

• 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 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.

• 10 years of progressive leadership experience in membership governance or eligibility frameworks

• 6 years of people leadership experience in building, managing and/or developing high performing teams.

• Proven track record in regulatory compliance and policy interpretation, particularly related to federal and state financial regulations impacting membership eligibility and entitlements.

• Demonstrated experience in strategic program development, including evaluating and executing membership expansion initiatives aligned with mission and regulatory obligations.

• Expertise in performance measurement and analytics, including interpreting KPIs such as eligibility accuracy, audit outcomes, and member sentiment to drive strategic improvements.

• Experience managing exception handling frameworks, including designing scalable processes that address unique member scen