Digital / Technical Product Manager Senior – Investment Services Company (ISCO) Digital and Design Team

USAA•Tampa, FL

11d•$114,080 - $218,030•Hybrid

About The Position

We are currently seeking a Digital / Technical Product Manager Senior to join the ISCO Digital and Design Team. This DTPM Senior will be working across the entire end-to-end member experience for USAA’s Investment business, to develop and enhance differentiating customer service experiences spanning multiple platforms. This product manager will be directly responsible for designing and developing new automated chat responses, new IVR responses, voice-to-chat solutions and other capabilities that span a suite of member-communications across channels. The product manager will be partnering with cross-functional team members for USAA’s investment business, as well as technology and digital partners across USAA to build and execute the new experiences, on time and within budget. In addition, this product manager will be responsible for managing the Digital Processes for specific value streams within the ISCO portfolio, and support experience developments within selected value-streams. This role will facilitate the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market. Develops the product strategy, vision, and goals and justifies decision-making related to the balance and mix of innovation types and investments.

Requirements

Bachelor's degree OR 4 years of relevant education and/or experience.
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.

Nice To Haves

US military experience through military service or a military spouse/domestic partner
5 or more years of digital experience in the investment management /brokerage industry
Direct hands-on experience working on virtual assistant, IVR, chat, and other communication platforms and experience developments.
Deep expertise in digital servicing for brokerage and managed money accounts
Knowledge of developing industry trends in the Investment space.
Areas of expertise to include product-ownership for digital execution, business requirements development, digital process understanding, customer/member research, cross-functional collaboration.

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 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 complex 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.).
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 industry best 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.