Mid-Level Digital/Technical Product Manager -Contact Center Technologies

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 and strategic Mid-Level Digital/Technical Product Manager you will join our Contact Center Technologies team. In this role, you will take ownership of key product features and initiatives, working closely with engineering, design, and business stakeholders to develop strategy and deliver impactful solutions for our members and contact center agents. You will be responsible for defining requirements, managing the product backlog, and ensuring timely delivery of high-quality products.

Performs the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal stakeholders and partners to tackle 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 all channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.

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, Phoenix; AZ or Colorado Springs; CO. Relocation assistance is not available for this position.

What you'll do:

• Independently employs Digital or Technology research, business and market intelligence, and data-driven insights to find 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 partners 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, collaborators) 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 protocols 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 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.

What sets you apart:

• Experience with contact center quality assuran