Digital/Technical Product Manager Lead – Personalization and Next Best Action

USAA•San Antonio, NC

10h•Hybrid

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity As a dedicated Digital/Technical Product Manager Lead, you will define and scale our Personalization and Next Best Action (NBA) strategy, program, and experiences. This role will own the vision, roadmap, and adoption of a unified decisioning system that powers personalized member experiences across all interactions. You will operate at the intersection of product, data and technology— translating business and member goals into scalable personalized capabilities and leading internal adoption. 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, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

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.
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

Experience building and scaling personalized experiences and platforms to drive exceptional member experiences
Experience with strategic evaluation of SaaS platforms, defining and gaining alignment on business objectives, member goals, and capability requirements
Strong technical fluency (data platforms, event-driven architecture, APIs)
Experience with experimentation frameworks and performance measurement
Familiarity with AI/ML concepts and implementation
Proven ability to lead successful large-scale horizontal efforts
US military experience through military service or 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.
Leads team and stakeholders to envision, define, and translate 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, 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.

Benefits

At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness.
These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs.
Additionally, our career path planning and continuing education assists employees with their professional goals.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

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