Digital/Technical Product Manager Senior - P&C Billing and Payments

USAA•San Antonio, VA

1d•Hybrid

About The Position

As a dedicated Digital/Technical Product Manager Senior for P&C Billing and Payments, you will facilitate the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. You will collaborate with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings. You will design and drive implementation of multi-platform technology and digital solutions. You will optimize and improve existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). You will employ User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market. You will develop the product strategy, vision, and goals and justify decision-making related to the balance and mix of innovation types and investments. The ideal candidate is a Senior Technical Product Manager with deep P&C insurance billing and payments expertise who can combine customer experience analytics, complex technical integration leadership, financial business case development, and agile product delivery to modernize billing and payment experiences across web, mobile, chat, and IVR channels while driving measurable improvements in customer satisfaction, operational efficiency, and payment conversion outcomes.

Requirements

6 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
Proven ability to effectively develop, influence, present and communicate complex concepts to cross-functional teams, non-technical users, and leadership.
Demonstrated ability to work in an Agile, Lean Product Development and Lean Portfolio Management environment.
Knowledge of digital and technology strategy and delivery as it relates to roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
Bachelor's degree; OR 4 additional years of relevant education and/or experience.

Nice To Haves

Deep understanding of Property & Casualty insurance billing processes.
Experience building and enhancing payment capabilities across digital channels; knowledge of Credit/Debit card processing, ACH payments, Digital Wallets, Autopay Capabilities, Real Time Payments, etc.
Experience reducing payment abandonment and improving completion rates.
Proven experience owning product roadmaps and delivering customer-facing digital experiences
Experience building capabilities across Web, Mobile, Chatbots, & IVR platforms
Strong customer journey mapping capabilities.
Ability to define MVPs and phased execution strategies
Experience prioritizing product features based on customer impact and business value
Ability to understand API’s, data flows and integrations, and service-oriented architecture
Experience creating user stories, features, acceptance criteria, and business requirements
Strong backlog management and prioritization experience
Ability to influence without direct authority
Extensive experience in Agile/Scrum environments.

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.
Translates Digital or Technology products 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 complex Digital or Technology products and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).
Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts.
Continuously leverages advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.
Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.
Leads cross-functional product teams and relationships to discover and build new Digital or Technology products, experiences, and features by collaborating with stakeholders and organizational leaders to coordinate product development efforts aligned with strategic priorities.
Prepares compelling presentations, and other forms of communication standards and templates, to present and communicate complex concepts to a diverse audience, including senior leadership.
Conducts internal and external research and conducts situational analysis to identify and apply the best industry practices and trends to increase effectiveness of Digital or Technology products.
Begins to bring in 'big picture' thinking and seeks to drive clarity among team and stakeholders.
Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.
Serves as a resource for team members and assists with on-boarding new employees.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.