Digital/Technical Product Manager – Intermediate Level – Conversational AI

USAA•Chesapeake, VA

12h•Hybrid

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity Our Digital/Technical Product Manager for Conversational AI supports the discovery, delivery, and performance of the Virtual Agent (VA) and Search conversational AI experience 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. Analyzes, designs and drives implementation of multi-platform technology and digital solutions with great attention to detail. Optimizes and improves existing experiences across web and mobile for VA and Search products to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Charlotte, NC, Colorado Springs, CO, Tampa, FL, and Chesapeake, VA. Relocation assistance is not available for this position.

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

Ability to review and understand Conversational AI model data and reports to generate actions to optimize the Conversational experience.
Ability to curate and outline data informed proposals to refine the Conversational AI experience in partnership with the Conversational Platform AI Operations team.
Ability to bridge reporting data insights from the AI ongoing monitoring with KPIs.
Prior experience with AI technologies.

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.