Executive Director, Shared Services

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 Executive Director, Shared Services within USAA's Chief Legal Office (CLO), you will optimize CLO operations and streamline workflows by leveraging technology, data, and analytics to enhance productivity and support strategic objectives. You will provide strategic direction on the design, refinement, and integration of operations, systems, and procedures to ensure enhanced processes and efficiencies. This executive leader works collaboratively with all levels of the enterprise, senior level executives, and key partner organizations to ideate, innovate, drive, and deliver scalable, compliant, and cost-efficient solutions that positively impact the service delivery model.

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, or Charlotte, NC. Relocation assistance is available.

What you'll do:

• Leads a team of trusted advisors who are accountable for providing insights, recommendations, and solutions to enhance the business, technology, and business processes across CLO while focusing on the client’s needs and collaboratively developing solutions

• Directs the implementation of operating strategies, policies and procedures aimed at achieving operating effectiveness, efficiency, and compliance

• Builds, maintains, and oversees the CLO technology and modernization roadmap ensuring the selection, implementation, and optimization of key technology platforms

• Responsible for defining and innovating technologies (machine learning, generative AI, and others) that enable the business to meet strategic goals

• Acts as a liaison between CLO business and enterprise technology partners to ensure technology solutions are aligned with enterprise architecture, cyber security, and data governance standards

• Develops and implements data and analytics strategies to drive informed decision-making and risk management

• Responsible for the exploration of promising new technologies, analytical methods, and data sources (internal to USAA & external) that have potential to add value to the enterprise

• Provides strategic intent and directional guidance to business senior executives

• Drives reporting excellence by standardizing and automating reporting for key business insights and champions continuous improvement initiatives, change management, and best practices in CLO operations

• Oversees the management and execution of projects and initiatives such as planning, designing, developing, identifying key milestones, meeting deadlines, and selecting appropriate metrics to assess outcomes and leverages data to deliver innovative solutions

• Identifies opportunities, recommends solutions, and facilitates improvements to business processes and systems which streamline internal/external business processes and align resources accordingly, including exploring AI, Gen AI, and other forms of automation

• Facilitates an environment that encourages process improvement, innovation, and creative business solutions from team members

• Demonstrates executive level thought leadership, strategy development, workload prioritization, and financial and operational planning with a focus on reducing cost to the organization

• Evaluates and determines a resource strategy that contemplates 3rd party, onshore and offshore mixes of talent

• 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; 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree

• 10 years of diverse experiences within general business operations in driving organizational strategies and initiatives that optimize processes, systems, and programs, resulting in increased productivity and overall employee experience

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

• Experience in developing and managing a technology roadmap,