Digital/Technical Product Manager - Mid Level

USAA•Tampa, FL

1d•$77,120 - $147,390•Hybrid

About The Position

As Digital/Technical Product Manager - Intermediate Level, the candidate selected for this role will support the discovery, delivery, and ongoing performance of USAA's IVR/IVA experience for all incoming calls. This individual will be instrumental in optimizing the member experience across the voice platform, shaping the future of voice technology by driving product implementation, analyzing performance data, and reporting insights to inform optimizations and improvements to IVR experiences. The role involves collaboration with internal stakeholders and partners to address complex member problems within the IVR before escalation to a Member Service Representative (MSR). Additionally, the candidate will contribute to the optimization and improvement of existing products and experiences, gaining valuable experience with Agile methodologies and project management tools like JIRA, ensuring a cohesive and effective customer journey. This position also supports the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members, collaborating to optimize customer experiences with market offerings. The role involves designing and driving the implementation of multi-platform technology and digital solutions, and optimizing existing products and experiences across all channels to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). The candidate will employ Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.

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.
2 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing.
1 year of Customer Contact Channel experience within Insurance or Financial services industry will take place of 1 year of the minimum experience required.
Experience developing presentations to communicate complex concepts to a diverse audience.
Knowledge of Agile Methodology.

Nice To Haves

AWS Connect: Familiarity with Amazon Connect or other cloud-based contact center platforms.
JIRA Experience: Experience using JIRA for feature tracking and management.
Agile Experience: Demonstrated understanding of Agile principles and methodologies.
Conversational Voice Experience: Understanding of conversational AI principles and experience in designing voice user interfaces or dialogue flows.
Data Analysis: Proven ability to leverage data-driven insights to inform product decisions and optimizations.

Responsibilities

Leverages Digital or Technology research, business and market intelligence, and data-driven insights to support team members to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Prepares supporting data and materials for generating compelling presentations, and other forms of communication, to inform and influence key stakeholders.
Collaborates with stakeholders to formulate effective strategies for achieving key Digital or Technology product goals.
Finds areas of opportunity and solves for customer pain points to inform and support team members.
Leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.
Researches and identifies industry best practices and trends to increase effectiveness of Digital or Technology products.
Maintains and applies developing knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.