Executive Director, Digital Product Management- Omnichannel New Member Onboarding

USAA•Tampa, FL

2d•$195,230 - $351,410•Hybrid

About The Position

As a Digital Product Management- Omnichannel New Member Onboarding leader, you will own and manage the new member onboarding experience across all channels. This role entails aligning Company, Association, and LoB and objectives to maximize the discovery, delivery, and performance of digital products to best serve members. In this role, you will function as a subject matter expert on measurement, outcomes and Key Performance Indicators (KPIs) and lead teams toward onboarding strategy goals. Creating, developing and sustaining customer and business relationships with internal and external partners is critical. This role is also expected to represent the omnichannel onboarding experience in executive meetings and provide thought leadership on performance and emerging trends. 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, or Tampa, FL. Relocation assistance is available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
10 years of experience as a Technology, Product Management or Digital transformation leader for Association initiatives and platforms, with varying responsibilities from strategy to market to ongoing product improvements.
4 years of direct team lead or leading matrixed or cross-functional, large scaled teams.
Demonstrated ability to think strategically and execute both strategic and tactical association-wide efforts related to the development and management of new products/product enhancements 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.
Outstanding people management abilities, creates and sustains environment to succeed.
Proven leadership and ability to influence at all levels of management.
Advanced facilitation, collaboration and consensus building skills, with extensive experience in presenting to cross-functional teams and Senior/Executive leaders.
Demonstrated ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency.
Demonstrates and maintains in-depth knowledge of regulatory requirements and supervisory expectations / laws impacting the organization's risk management framework, governance, standards, capabilities and risk strategy across all lines of business.
Experience working with Agile delivery/development organizations.
Knowledge of federal laws, rules, and regulations including, but not limited to, GLBA (Gramm-Leach-Bliley Act), Telephone Consumer Protection Act (TCPA) and Americans with Disabilities Act (ADA).

Nice To Haves

US military experience through military service or a military spouse/domestic partner
Exposure to designing and managing omnichannel experiences to include digital, call center, and in-person
Experience working in large complex enterprise organization
Experience in product management, digital, and other channels
Influence across Senior Executives

Responsibilities

Sustains Business, Technology, and LoB relationships, acting as digital/technology product point of contact for partners/customers.
Implements the vision, strategy, direction, key performance indicators and outcomes of a Digital or Technology product portfolio.
Serves as escalation point on day-to-day activities of the Digital or Technology product management organization.
Leads organization to effectively manage ambiguity, and influences others to drive clarity, solutions, and execution plan among team and stakeholders.
Collaborate with senior leaders, Digital or Technology product managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches with a specific product or technology.
Promotes continued focus on evolving member needs and demand-based enhancements through member-based research (focus groups, usefulness testing, a/b testing, and other research methodologies) as appropriate.
Monitors agreed upon goals and outcomes for products, services and transactions across digital channels and platforms.
Manage investments, innovation mix, prioritization, and tradeoff decisions among member experience, performance, and operational support requirements at the project or program level.
Attracts, selects, and develops top-tier Technology/Digital product management talent to continually maintain and transform USAAs digital/technology product offerings.
Ensures technology capabilities align to architectural and system standards, promoting a consistent USAA approach to the development and deployment of global platforms and standards.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.