Digital/Technical Product Manager Lead

USAA•San Antonio, TX

1d•Hybrid

About The Position

The Digital/Technical Product Manager Lead – Member Value is part of USAA’s Member Activation and Optimization organization, which focuses on recognizing, serving, and supporting members throughout their relationship journey and addressing high-friction servicing experiences. The role leads discovery, delivery, and performance of digital and technology products and experiences for USAA and its members. It works with internal stakeholders and partners to solve complex problems, improve customer experiences, and deliver multi-platform solutions. The position develops product strategy, vision, and goals for complex products with portfolio-level or enterprise reach, and drives strategic alignment among stakeholders, suppliers, and customers. It applies User Centered Design and Design Thinking, improves products and experiences across channels and platforms, and focuses on performance against KPIs and KRIs. The role requires four days per week in the office and may be based in San Antonio, Plano, Phoenix, Colorado Springs, Charlotte, or Tampa. Relocation assistance is not available.

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 Digital/Technology Product Management experience in those areas.
Comprehensive knowledge of technology/digital products and emerging technology platforms, applications, data analysis, and research techniques and standards.
Demonstrated ability to develop, influence, present, and communicate highly complex business, digital, or technology concepts to cross-functional teams, non-technical users, and senior leadership.
Ability to work in the office four days per week at one of the listed locations.

Nice To Haves

US military experience through military service or as a military spouse/domestic partner (optional).
Exceptional written and verbal communication and presentation skills for executives, business stakeholders, developers, process engineers, and other audiences.
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 required influencing multiple organizations to deliver outcomes without direct ownership of delivery teams.
Comfort operating amid ambiguity and creating clarity when direction, ownership, or solutions are not well-defined.

Responsibilities

Use digital or technology research, market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Lead teams and stakeholders in identifying product and experience opportunities, translating needs and other inputs into initiatives such as requirements, epics, and features, and driving execution strategy.
Guide complex, integrated, and strategic product opportunities from idea through market validation in collaboration with business, UX, technology, operations, marketing, and other stakeholders and subject-matter experts.
Develop and defend product and experience investments using business cases and hypotheses, and communicate value propositions.
Analyze product and experience performance against KPIs and KRIs using rigorous, data-driven problem-solving, and share best practices.
Generate insights using relevant tools and resources, identify opportunities for improvement, and ensure applicable improvements are implemented.
Prepare and deliver clear presentations and communications on complex concepts to diverse audiences, including senior leadership.
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 apply industry best practices and trends.
Manage ambiguity, influence stakeholders toward big-picture thinking, and establish clarity, solutions, and execution plans.
Maintain expert knowledge of the business, technology, UX, relevant experiences and processes, and product management.
Provide guidance and mentoring to team members, serve as an escalation point, and ensure issues are resolved.
Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.