Digital Technical Product Manager Lead

USAA•San Antonio, TX

1d•Hybrid

About The Position

USAA is seeking a dedicated Digital Technical Product Manager Lead for the Omni Enablement, 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 and partners to solve complex problems, optimize customer experiences, and design and implement multi-platform technology and digital solutions. Responsibilities include optimizing existing products, driving Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs), employing User Centered Design and Design Thinking, and developing product strategy, vision, and goals. The role involves identifying opportunities, creating roadmaps, and improving performance through research and data-driven insights. The lead will translate product opportunities into initiatives and drive execution strategy, shepherd complex product opportunities from idea to market validation, and defend product investments through business cases. Continuous analysis of product performance, sharing best practices, and guiding teams to uncover opportunities for improvement are key. The role also involves preparing presentations for diverse audiences, including senior leadership, and facilitating collaboration sessions. Internal and external research will be conducted to apply industry best practices. The lead will manage ambiguity, influence others, drive clarity, and ensure solutions and execution plans are in place. Maintaining expert knowledge of the business, technology, UX, and product management is essential. The lead will also provide guidance and mentoring to team members, act as an escalation point, and ensure risks are managed according to policies.

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, CRM and contact center technologies.
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.
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; shares 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; follows 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.
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.