Digital Technical Product Manager Lead

USAA•San Antonio, VA

13h•Hybrid

About The Position

USAA is seeking a dedicated Digital Technical Product Manager Lead for Omni Enablement within the D&S Contact Center Technology Solutions team. This role involves leading the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. The position requires collaboration with internal stakeholders to optimize customer experiences, lead Salesforce CRM strategy, architecture, and roadmap planning, and optimize existing CRM experiences across delivery channels to drive KPIs and KRIs. The role also involves employing User Centric Design Thinking methodologies, developing product strategy and vision, and supporting decision-making for digital and technology products. The individual will leverage research and data-driven insights to identify opportunities, create roadmaps, and improve performance. They will lead teams to translate product opportunities into initiatives and drive execution strategy, shepherding complex product opportunities from idea to market validation. The role requires driving and defending investments through business cases, understanding and reporting on product performance, and guiding teams to generate insights for improvements. The position also involves preparing compelling presentations, conducting research to apply industry best practices, managing ambiguity, and influencing others. The individual will maintain expert knowledge of the business, technology, UX, and product management, and provide guidance and mentoring to team members, acting as an escalation point. Ensuring risks are identified, measured, monitored, and controlled is also a key responsibility.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
8 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an Advanced degree and 6 years of Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
Comprehensive knowledge of Technology/Digital products and emerging technology platforms, applications data analysis and research techniques and standards.
Proven track record to effectively develop, influence, present and communicate highly complex business, digital, or technology concepts to cross-functional teams, non-technical users and senior leadership.

Nice To Haves

Insurance/Banking/Sales Distribution domain experience (client journeys, servicing operations, disputes, risk, settlement, onboarding).
Experience with Omni-Channels, Salesforce CRM and contact center technologies.
Customer support for the Agent Desktop, applications or understanding of how communication platforms can be integrated or automated.
Strong understanding of Salesforce architecture, data models, security models, permissions, environment strategy, release management, and integration patterns.
Experience leading Salesforce integrations with enterprise SaaS platforms, APIs, identity models, and data governance.
Experience building reusable AI platforms/services and scaling them across multiple teams and modernization of Legacy platforms, processes or Integrations.

Responsibilities

Lead the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members.
Collaborate with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings.
Lead Salesforce CRM strategy, architecture, and roadmap planning, governance, and operations while aligning priorities across multi-platform technology integrations, business process initiatives and digital solutions workstreams.
Optimize and improve existing CRM experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).
Employ User Centric Design Thinking methodologies to deliver world-class member experience and improve Insurance Professionals/Agent experiences.
Develop the Salesforce CRM, Omni-channel and AI Assist product strategy, vision, and goals.
Support and justify decision-making related to the balance of innovation types and investments for Digital and Technology products (portfolio level or enterprise reach).
Ensure strategic alignment across the product and its stakeholders, suppliers, and customers.
Independently leverage Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Lead team and stakeholders to envision, define, and translate Digital or Technology product and experience opportunities into initiatives (i.e., requirements, epics, features) and drive execution strategy.
Shepherd highly complex, highly integrated, and strategic 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.).
Drive, quantify, and defend Digital and Technology product and experience investments through Business Case artifacts and hypotheses, communicating the value proposition of Digital or Technology products and experiences.
Continuously leverage expert data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs; share best practices with team members.
Guide team to generate meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements; follow through to ensure applicable improvements are implemented.
Set the standard for preparing compelling presentations, and other forms of communication to communicate complex concepts to a diverse audience, including senior leadership, and facilitate Digital or Technology product definition, concept and collaboration sessions to coordinate discovery, development, delivery, and validation activities, as well as to mitigate risks and dependencies.
Conduct internal and external research and conduct situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.
Actively manage ambiguity, influence others to bring in 'big picture' thinking and drive clarity, solutions, and execution plan among team and stakeholders.
Maintain and apply expert knowledge of the business, technology, UX, and relevant experiences and processes and an expert understanding of Product Management.
Consistently provide guidance and mentoring to team members and act as an escalation point and ensure issues are resolved.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.