Digital Technical Product Manager Lead

USAA•Chesapeake, VA

2d•$143,320 - $273,930•Hybrid

About The Position

We are seeking a dedicated Digital Technical Product Manager Lead for Omni Enablement, D&S Contact Center Technology Solutions team. This role will lead the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. The position involves collaborating with internal stakeholders and partners to solve complex problems, optimize customer experiences, and design and drive the implementation of multi-platform technology and digital solutions. Responsibilities include optimizing and improving existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs), employing User Centered Design and Design Thinking methodologies, and developing product strategy, vision, and goals. The role requires justifying decision-making related to innovation types and investments for Digital and Technology products of complex scope and ensuring strategic alignment across the product and its stakeholders, suppliers, and customers. The individual will leverage research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create roadmaps, and improve performance. They will also lead teams to translate product and experience opportunities into initiatives and drive execution strategy, shepherd complex product opportunities from idea to market validation, and drive and defend product investments through Business Case artifacts. Continuous data-driven problem-solving to understand and report on product performance against KPIs/KRIs, guiding teams to generate insights for improvements, and preparing compelling presentations for diverse audiences are key aspects of this role. Additionally, the role involves conducting research to apply industry best practices, managing ambiguity, influencing 'big picture' thinking, and driving clarity and execution plans. Maintaining expert knowledge of the business, technology, UX, and Product Management, providing guidance and mentoring to team members, acting as an escalation point, and ensuring risks are identified, measured, monitored, and controlled are also essential functions.

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, settlement, onboarding).
Experience with Omni-Channels, CRM and contact center technologies. This may relate to customer support for the Agent Desktop, applications or understanding of how communication platforms can be integrated or automated.
Experience building reusable AI platforms/services and scaling them across multiple teams and modernization of Legacy platforms, processes or Integrations.
Background in large-scale platform engineering, distributed systems, or ML engineering/LLMOps (to partner credibly with architecture and engineering).
Experience operating in rigorous governance, risk, and control environments

Responsibilities

Lead the discovery, delivery, and performance of digital and technology products and their experiences.
Collaborate with internal stakeholders and partners to tackle complex and challenging problems.
Optimize the customers' (internal/external) experience with market offerings.
Design and drive implementation of multi-platform technology and digital solutions.
Optimize and improve existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).
Employ User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.
Develop the product strategy, vision, and goals.
Justify decision-making related to the balance and mix of innovation types and investments for Digital and Technology products of complex and significant scope.
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 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.
Drive, quantify, and defend Digital and Technology product and experience investments through Business Case artifacts and hypotheses, communicating the value proposition.
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.
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.