Director, Digital/Technical Product Management - Bank Contact Center Tools

USAA•San Antonio, NC

2d•Hybrid

About The Position

Within the Bank Omni Sales & Service organization, this role is responsible for shaping, managing, and optimizing the tools and platforms that contact center employees use to service and support USAA’s customers. These tools include core agent desktop/CRMs, performance management platforms, call recording & transcription, workflow systems, and others leveraged within contact center operations. The Director will manage 4-6 product & process owners who oversee different tools, gather stakeholder feedback, and partner with technology teams to optimize performance and drive business outcomes. This role joins a broader team responsible for managing and enhancing the overall integrated contact center ecosystem across voice, live chat, and knowledge management systems. The Director leads a team of Digital or Technology Product Managers responsible for the strategy, ideation, definition, development, and performance of digital and technology products and their experiences for USAA and its members. This role oversees highly complex or strategic initiatives typically requiring enterprise-level visibility. The Director collaborates with Business and Technology stakeholders to lead a team responsible for tackling complex and challenging problems while maintaining situational awareness of the market to maximize the product portfolio. The focus is on the operational effectiveness, goals, and performance of the team and their products or product line, ensuring strategic alignment within a product portfolio.

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

Experience defining the product vision, strategy, and roadmap, ensuring alignment with overall business goals and user needs.
Strong technical background, particularly in software development processes, methodologies, and platforms, to include knowledge of full-stack development, distributed systems, or specific technologies relevant to the company's products.
Experience leading and mentoring product managers and technical teams, fostering collaboration, and driving performance are critical.
Proficient in agile development frameworks (e.g., Scrum, Kanban) and associated tools (e.g., JIRA).
Strong analytical skills to assess product performance, market trends, and leverage data and metrics to guide investment decisions are important.
Exceptional communication and interpersonal skills are vital for effectively collaborating with diverse teams, including senior leadership.
A history of successfully launching and managing technology or digital products.
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.
In-depth experience in contact center operations and supporting agent desktop tools/CRMs used for servicing customers via phone and chat channels.
Understanding of contact center operations and the various tools/platforms within the interconnected ecosystem (e.g. IVR, call routing, telephony, CTI, CRMs).
Demonstrated success in leading successful execution in a highly matrixed environment.
Experience or familiarity with systems like NICE, Flowable, and AWS desired.

Responsibilities

Attracts, selects, and develops a Digital or Technology Product Management team in the attainment of product and experience goals and objectives.
Manages day-to-day activities of the Digital or Technology product management team 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, product line or group, or a major market segment or 'vertical' market.
Sets new Digital or Technology 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 plans among team and stakeholders.
Collaborates with and influences senior leaders, Digital or Technology 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.