Digital/Technical Product Manager Lead

USAA•San Antonio, TX

1d•$143,320 - $273,930•Hybrid

About The Position

The Digital/Technical Product Manager Lead – Member Value is part of USAA’s Member Activation and Optimization organization, which is responsible for recognizing, serving, and supporting members throughout their relationship journey and addressing high-friction servicing experiences that affect member outcomes. The role leads discovery, delivery, and performance of digital and technology products and experiences for USAA and its members. The position collaborates with internal stakeholders and partners to solve complex problems and improve internal and external customer experiences. It designs and drives implementation of multi-platform digital and technology solutions, improves existing products across delivery channels and platforms, and works to achieve Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). The role applies User Centered Design and Design Thinking, develops product strategy, vision, and goals, and makes investment decisions for products of complex and significant scope, including portfolio-level or enterprise reach. It also ensures strategic alignment among products, stakeholders, suppliers, and customers. The work environment requires being in the office four days per week. The position may be based in San Antonio, Plano, Phoenix, Colorado Springs, Charlotte, or Tampa. Relocation assistance is not available. USAA does not provide visa sponsorship for this role.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
Eight years of Digital/Technology Product Management experience, including experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; alternatively, an advanced degree and six years of such Digital/Technology Product Management experience.
Comprehensive knowledge of technology and digital products, emerging technology platforms, applications, and data analysis and research techniques and standards.
Proven ability to 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

US military experience gained through military service or as a military spouse/domestic partner (optional).
Exceptional written and verbal communication and presentation skills for executives, business stakeholders, developers, and process engineers.
Experience developing executive-facing business cases, investment recommendations, and strategic proposals.
Experience working with contact center, servicing, customer experience, or operational excellence teams.
Knowledge of contact center ecosystems, CRM platforms, authentication and identity solutions, workflow orchestration tools, servicing platforms, routing technologies, conversational capabilities, and digital servicing capabilities.
Demonstrated success leading enterprise initiatives that require influencing multiple organizations to deliver outcomes without direct ownership of delivery teams.
Comfort operating in ambiguity and creating clarity when direction, ownership, or solutions are not well-defined.

Responsibilities

Use 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 teams and stakeholders in envisioning, defining, and translating product and experience opportunities into initiatives such as requirements, epics, and features, and drive execution strategy.
Guide complex, integrated, and strategic product and experience opportunities from idea through market validation in collaboration with relevant stakeholders and subject matter experts.
Develop, quantify, and defend product and experience investments through business cases and hypotheses, communicating their value propositions.
Analyze and report product and experience performance against KPIs and KRIs using data-driven problem-solving techniques, and share best practices with team members.
Guide teams in generating insights to identify opportunities for product and experience improvements and ensure applicable improvements are implemented.
Prepare compelling presentations and communications for diverse audiences, including senior leadership, and facilitate product definition, concept, and collaboration sessions to coordinate discovery, development, delivery, and validation and mitigate risks and dependencies.
Conduct internal and external research and situational analysis to identify and apply industry best practices and trends.
Manage ambiguity, influence stakeholders to consider the broader picture, and establish clarity, solutions, and execution plans.
Maintain and apply expert knowledge of business, technology, UX, relevant experiences and processes, and product management.
Guide and mentor team members, act as an escalation point, and ensure issues are resolved.
Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.