Marketing Manager Senior – Outbound Call and SMS

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 Marketing Manager Senior, you will track, analyze and evaluate strategic effectiveness through the utilization of financial metrics such as return-on-investment (ROI) and return-on-objective (ROO). Facilitates the definition and design of implementation plans or strategic roadmaps and / or centrally manages the marketing strategy and solution development with a focus on actionable programs. Create program plans, product and pricing plans, pro forma and communication plans. Retail/Brand Marketing Creates, facilitates and/or executes marketing campaigns across multiple channels including but not limited to mass, direct, interactive and employee. Determines appropriate partnerships with various internal and external resources to develop and deliver complex go-to market plans for USAA brand and products that contribute to goals outlined by strategy/market performance. Ensures the on-time, orderly flow of all projects from initiation to release, through responsible project delivery execution. Responsible for ongoing management of agency resources, campaign and channel plans and related budgets that achieve stated objectives.

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 not available for this position.

What you'll do:

• Effectively follows the marketing process to coordinate and align peers, enterprise partners and senior management and / or provides leadership and guidance in the development and execution of marketing campaigns and go-to-market plans, identifying opportunities and potential solutions.
• Synthesizes analyses, identifies root causes, and develops and recommends key work products.
• Applies mathematical and statistical concepts to effectively gather and interpret data, performing gap analysis on external and internal business environments and member data and / or leads the facilitation and maintenance of data in internal systems and/or campaign planning tools.
• Evaluates technology and products for trends, strategic vision and scalability and / or leads team members to facilitate delivery of a project or campaign, effectively managing agency to ensure alignment with goals and priorities.
• Provides guidance in a process management role through the creation, monitoring and execution of new processes, in addition to enhancements to current processes with little or no supervision.
• Guides team members in the development and delivery of their work products.
• Serves as a resource to team members on escalated issues of an unusual nature.
• Applies knowledge of marketing principles to independently complete complex work assignments and problem resolution.
• Applies advanced knowledge of the business, its products and processes.
• 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.
• 6 or more years of relevant business support and / or general analysis experience.
• Advanced knowledge of Microsoft Office Tools to include Word, Excel and Access.
• Advanced knowledge of relevant industry data sources.

What sets you apart:

• Manage call criteria, outbound campaign templates, call flows, scripts, and workflows.
• Apply outbound call/SMS best practices, including segmentation, personalization, and performance optimization.
• Ensure compliance with TCR (The Campaign Registry) registration requirements as well as FCC, TCPA, privacy regulations, and carrier policies for outbound calling and messaging.
• Monitor, analyze, and optimize outbound campaign performance using KPIs such as right party contact rate, conversion rate, and call outcomes.
• Communicate and collaborate effectively with D&S, Enablement, and MarTech teams to drive operational alignment.
• Partner with product and marketing teams to shape and support channel strate