Executive Director, CEO Member Relations

USAA•San Antonio, TX

1d•$147,750 - $265,950•Hybrid

About The Position

USAA is hiring an executive leader to oversee its member advocacy and complaint management function. The role leads the handling of complex member concerns, regulatory inquiries, and communications addressed to senior leadership and the Board. It is responsible for improving the member experience by modernizing complaint processes, anticipating business and industry trends, and ensuring strong governance, regulatory compliance, and operational excellence. The position is based in San Antonio, Texas, with a flexible work environment requiring four days per week in the office. Relocation assistance is available. The successful candidate will lead a team, improve complaint intake and resolution processes, collaborate across the Association, and manage regulatory, operational, and performance risks.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
At least 10 years of progressive experience managing member- or customer-related communications and/or member complaints in a financial services operating environment.
At least four years of people leadership experience building, managing, and/or developing high-performing teams.
Experience managing multiple communications platforms and channels.
Demonstrated experience communicating with and influencing executive management, including the Executive Leadership Team and CEO.
Comprehensive understanding of the financial services industry, related compliance and regulatory requirements, emerging trends, and risk management guidelines needed for efficient and compliant complaint resolution.

Nice To Haves

Strong operations leadership, with a proven ability to manage complex processes, drive continuous improvement, and deliver measurable business outcomes.
Executive-level presence and communication skills, including experience managing sensitive, high-visibility correspondence and interactions involving CEO-level leadership and executive stakeholders.
Ability to quickly assess and navigate complex business issues while balancing strategic objectives, operational priorities, and member needs.
Tactical, results-oriented mindset and ability to translate strategy into action and execute critical business priorities.
Commitment to member experience excellence, using insights and feedback to drive advocacy, resolve concerns, and improve engagement and satisfaction.
Strong judgment and decision-making, particularly when handling escalated issues, regulatory concerns, and executive-level matters.
Ability to influence and collaborate across functions, build partnerships, and drive effective resolutions and organizational alignment.
US military experience through military service or as a military spouse/domestic partner.

Responsibilities

Lead a team that intakes and/or resolves complaints and issues from members and consumer or regulatory agencies.
Ensure correspondence received for USAA, including communications addressed to the CEO, Executive Management, and Board of Directors, is thoroughly reviewed and researched for accuracy and delivered on time.
Drive strategic business objectives by enhancing complaint intake, monitoring, documentation, and communications to improve member satisfaction.
Collaborate with stakeholders across the Association to influence decisions and advance strategic goals.
Work with USAA Risk and Compliance and Legal teams on complaint policies, procedures, and legal and regulatory considerations in accordance with federal and state regulations.
Oversee cross-functional projects involving operational and business model changes that affect Member Relations, functions and lines of business, escalations, and servicing.
Maintain performance in accordance with affiliate agreements and service-level agreement metrics; take corrective action and direct solutions when needed.
Build and develop a team through recruiting, development, retention, coaching, support, performance management, and other managerial activities.
Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

Comprehensive medical, dental, and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program with paid holidays
16 paid volunteer hours
Wellness programs
Career path planning
Continuing education
Relocation assistance
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
Long Term Incentive Plan cash payment for executive-level roles, time- and performance-based