Director, Digital/Technical Product Management - Omni Enablement

USAA • Chesapeake, VA

4d • 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 As a dedicated Director, Digital/Technical Product Management for Omni Enablement, you will lead teams of Digital or Technical Product Managers responsible for the strategy, ideation, definition, development and performance of digital and technology products and their experiences for USAA and its members. Oversees highly complex or strategic initiatives typically requiring confidentiality and enterprise-level visibility. Collaborates with Business and Technology stakeholders to lead a team responsible for tackling complex and challenging problems while maintaining situational awareness of the market in order to maximize the product portfolio. Focuses on the operational effectiveness, goals, and performance of the team and their products or product line (or set of product experiences), ensuring strategic alignment within a product portfolio. 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, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. 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.
• 8 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an Advanced degree and 6 years of Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
• 3 years of direct team lead or leading matrixed or cross-functional teams.
• Demonstrated ability to think strategically, communicate effectively, and leverage and influence leadership and cross-functional teams to develop and execute product strategy.
• Solid business acumen combined with strong technical and customer experience foundations.
• Knowledge of Technology/Digital products and/or emerging technology platforms, applications, data analysis and research techniques, and standards.
• 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 Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
• Ability to excel in a dynamic environment with shifting priorities and a high degree of independence.
• Demonstrated people management skills.

Nice To Haves

• AI Fundamentals: Understanding of Artificial Intelligence concepts, capabilities, and potential applications within product development and business process automation. This is crucial for leveraging AI to enhance the Agent Desktop, work tools and automate processes.
• Contact Center Technology: Experience with contact center technologies is specified. This may relate to customer support for the Agent Desktop, applications or understanding how communication platforms can be integrated or automated.
• Roadmap Development: Proven ability to create and manage comprehensive product roadmaps that align with business strategy and technological capabilities. This includes defining timelines, milestones, and feature prioritization.
• Prioritization: Strong skills in prioritizing product features, initiatives, and technical debt based on business value, customer impact, and strategic alignment. This often involves using frameworks and data-driven analysis.
• Agile Methodologies: Deep understanding and practical experience with Agile development frameworks to drive efficient product development cycles.
• Product Vision and Strategy: Ability to define and articulate a clear product vision and overarching strategy that aligns with broader business objectives and technological advancements.
• Gather Requirements: Skill in effectively gathering, analyzing, and documenting product requirements from various stakeholders, including business users, technical teams, and customers.
• Stakeholder Management: Ability to effectively manage relationships and communication with diverse stakeholders, including navigating dependencies on other platforms and processes. This is critical for aligning efforts and ensuring smooth execution.
• Cost-Benefit Analysis: Proficiency in conducting cost-benefit analyses to evaluate the feasibility and potential ROI of new features, automation initiatives, and strategic investments.
• Contact Center Experience: Experience specifically within contact center environments, which may inform the approach to user support, customer interaction, and process optimization within the agent desktop and applications.
• Automation Technologies: Familiarity with various automation technologies (e.g., RPA, workflow automation tools, AI-driven automation) and their application in streamlining business processes.
• Business Strategy Integration: Ability to deeply understand and integrate business strategy into product development, ensuring that technology investments directly support organizational goals.
• API Integration: Experience with API design, integration, and management to ensure seamless data flow and interoperability between different systems and platforms.
• Product Management: Comprehensive experience in all facets of product management, from discovery and definition to launch and post-launch optimization.

Responsibilities

• "GenAI for Contact Center Enablement" Strategy: Define and lead the product vision, strategy, and roadmap for leveraging Generative AI to directly support insurance agents in real-time during customer calls. This includes understanding the unique challenges and opportunities within agent-led conversations and how AI can enhance their ability to provide exceptional service, streamline information access, and improve outcomes.
• Automation of Manual Processes: Proven experience in identifying and automating manual processes through digital solutions. This requires a deep understanding of process workflows, the ability to pinpoint inefficiencies, and the expertise to implement technology-driven solutions.
• Product Lifecycle Adherence: Strict adherence to and management of the product lifecycle, from ideation and development to launch, iteration, and end-of-life. This ensures that products are delivered systematically and meet defined quality standards.
• Attracts, selects, and develops a Digital or Technical Product Management team in the attainment of product and experience goals and objectives.
• Manages day to day activities of the Digital or Technical Product Management team or and actively manages resources to ensure optimal efficiency and effective delivery.
• Responsible for end-to-end technology and digital product management activities for a product portfolio, or product line or group, or a major market segment or "vertical" market.
• Sets new Product strategies and leads team to define product strategy for a product portfolio, product line or group and oversees the development, analysis, and alignment of product strategy and roadmaps.
• Applies product management expertise in state-of-the-art digital and technology domains.
• Improves the business outcomes of the team by injecting strategic and innovative thinking in digital and technology product and service solutions.
• Guides teams in implementing data-driven methodologies across multiple channels, including emerging technology and mobility, to optimize end user experiences to drive KPI/KRIs.
• Guides team in developing best-in-class practices, tools, and processes to collect data, member feedback, derive insights, and inform product decisions.
• Leads team to effectively manage ambiguity, and influence others to drive clarity, solutions, and execution plan among team and stakeholders.
• Collaborates with and influences senior leaders, Digital or Technical Product Managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals. For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees