Digital/Technical Product Manager Lead

USAA•San Antonio, TX

5d•Hybrid

About The Position

USAA is seeking a dedicated Digital Technical Product Manager. This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week. The role leads the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. It involves collaborating with internal stakeholders and partners to tackle complex problems, optimizing customer experience with market offerings, and designing/driving implementation of multi-platform technology and digital solutions. The position also optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). It employs User Centered Design and Design Thinking methodologies, develops product strategy, vision, and goals, and ensures strategic alignment across the product and its stakeholders, suppliers, and customers. The role independently leverages research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance. It leads teams to translate opportunities into initiatives and drives execution strategy. The Digital/Technical Product Manager Lead shepherds complex product opportunities from idea to market validation, drives and defends investments through Business Case artifacts, and continuously leverages expert data-driven problem-solving techniques to understand and report on product performance. It guides teams to generate insights, sets the standard for presentations, and conducts research to identify and apply industry best practices. The role actively manages ambiguity, influences others, and drives clarity, solutions, and execution plans. It maintains expert knowledge of the business, technology, UX, and relevant experiences, and provides guidance and mentoring to team members, acting as an escalation point. Ensures risks are identified, measured, monitored, and controlled.

Requirements

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 (12 years of experience in lieu of a degree).
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

Extensive experience in planning and designing capabilities for end-to-end complaint management lifecycle operational workflows.
Strategic thought-leadership to build a multi-year product roadmap, including qualitative and quantitative value proposition benefits, articulate the roadmap to executive-level audiences, and execute against it to deliver key results.
Proven ability to assess multiple technology solutions against diverse business needs, determining risk and reward trade-offs to inform technology decisions.
Experience implementing large-scale complaints workflow and reporting technology applications in the financial services vertical.
Situational awareness and managerial courage to lead challenging prioritization discussions with diverse stakeholders while maintaining positive relationships.
Experience managing large-scale investments from funding ask through implementation and benefits validation.
US military experience through military service or a military spouse/domestic partner

Responsibilities

Leads 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 delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).
Employs User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.
Develops the product strategy, vision, and goals and justifies decision-making related to the balance and mix of innovation types and investments for Digital and Technology products of complex and significant scope (portfolio level or enterprise reach).
Ensures strategic alignment across the product and its stakeholders, suppliers, and customers.
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.
Leads team and stakeholders to envision, define, and translate Digital or Technology product and experience opportunities into initiatives (i.e., requirements, epics, features) and drives execution strategy.
Shepherds 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.).
Drives, quantifies, and defends 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 leverages expert data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs; shares best practices with team members.
Guides 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; follows through to ensure applicable improvements are implemented.
Sets the standard for preparing compelling presentations, and other forms of communication to communicate complex concepts to a diverse audience, including senior leadership, and facilitates 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.
Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.
Actively manages ambiguity, influences others to bring in 'big picture' thinking and drives clarity, solutions, and execution plan among team and stakeholders.
Maintains and applies expert knowledge of the business, technology, UX, and relevant experiences and processes and an expert understanding of Product Management.
Consistently provides guidance and mentoring to team members and acts as an escalation point and ensures issues are resolved.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.