Digital/Technical Product Manager I

USAA•San Antonio, NC

19h•Hybrid

About The Position

As a dedicated Digital/Technical Product Manager I - Customer Identity and Access Management (IAM), you will perform the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborate with i technology, architecture, experience, information security, fraud, and product teams to tackle complex and challenging problems to optimize the customers' (internal/external) experience. Design and drive implementation of multi-platform technology and digital solutions. Optimize and improve existing products and experiences across all channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employ 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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
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.

Nice To Haves

Experience maintaining or managing authentication, credential, identity verification or recovery experiences for call centers, websites, and mobile apps including assessing performance and usability while fulfilling necessary security protections.
Familiarity with authentication and identity management industry best practices, emerging trends, and regulatory considerations in authentication and identity management.
Experience managing models that support authentication and identity management or fraud impacts.
Familiarity with challenges like fraud prevention, security requirements, data and analytics, and solution scalability.
Experience managing the full lifecycle of digital products, from identifying the problem and creating the experience to deploying and iterating in production.
Ability to rapidly assess and resolve complex problems.
Ability to bridge gaps between technical teams (engineers, data scientists) and non-technical stakeholders (business, marketing, compliance, executives).
Current or prior operational experience in Security Specialist (MSAS), Authentication Consult, Profile Recovery, Complaints, Fraud Operations.
US military experience gained through military service or gained as a military spouse / domestic partner

Responsibilities

Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify 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 stakeholders 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, stakeholders) 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 best practices 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.