Executive Director - General Manager/Site Leader - Phoenix, AZ

USAA

3d • Onsite

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 We offer a flexible work environment that requires an individual to be in the USAA Phoenix office 4 days per week. Local Phoenix candidates will be considered - Relocation is NOT being offered for this role Summary: The General Manager/Site Leader is responsible for ensuring consistent experiences for employees and leaders across the USAA Phoenix campus. Cultivates robust communication between each of the GM/Site Leaders to broaden visibility and increase consistency in approach to geographical operations. Ensures facilities are maintained and operated in accordance with USAA standards.

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.
• 10+ years of experience as a Site Leader or GM overseeing a large workforce of approximately 1,000+ employees and contractors at a major site, preferably in Phoenix.
• Proven collaborative communication skills and ability to influence decisions at senior levels within USAA's complex organizational structure, specifically as applied to the Phoenix site.
• Proven capability to communicate effectively across all levels of the Phoenix site, from junior representatives to executive management, both within the site and across the broader organization.

Nice To Haves

• As a resident of Phoenix for over 10 years, possesses extensive local knowledge and established deep connections with key officials, providing a strategic advantage for community engagement and government relations.
• Proven deep connections with key Phoenix officials and local military organizations and leadership, leveraging a 10+ year residency in the area.
• Strong understanding of the unique needs and challenges of the military community in the Phoenix area, and a passion for advocating on their behalf within local government and community relations. USAA has a long-standing commitment to serving and supporting the military community.
• Experience collaborating with key Phoenix resources, local government officials, and partners, influencing local political decisions and strategy, and supervising work to achieve strategic goals for the site.
• Executive-level business acumen in government relations, policy development, and strategic alliances, specifically as they impact the Phoenix site's operations and community engagement.
• Validated ability to work with local Phoenix government officials, including senior administration officials, members of the Arizona State Legislature, and state agency officials relevant to the site's operations.
• Consistent track record of working with and earning the trust and confidence of high-profile local government leaders in the Phoenix area, serving as a trusted advisor/counselor on matters pertinent to the site.
• Strong understanding of the unique needs and challenges of the military community in the Phoenix area, and a passion for advocating on their behalf in community and government relations.
• Seek out opportunities for expansion and growth within the Phoenix market by developing new business relationships and partnerships for USAA.
• Adhere to USAA standards for excellence, quality, and customer satisfaction at the Phoenix site.
• Recommend measures to improve operational practices and the quality of customer care within the Phoenix site.
• Analyze and report on sales and operational activities at the Phoenix site to meet objectives and profitability goals.
• Cultivate a positive, inclusive, and safety-centric work environment at the Phoenix site, characterized by mutual respect, open communication, and collaboration.

Responsibilities

• Acts as the key liaison for the Phoenix site, facilitating communication between site operations and senior leadership. This involves proactively reporting on site performance relative to strategic objectives, highlighting critical issues with recommended solutions, and celebrating achievements to ensure cohesive strategy and effective decision-making.
• Acts as USAA's brand ambassador at the Phoenix site, actively engaging at member and employee events, and cultivating strategic relationships with key community stakeholders to enhance USAA's reputation and fostering goodwill within the local area.
• Provides strategic direction and oversight to all Phoenix site support functions (e.g., facilities, security, IT support), ensuring the delivery of exceptional service and proactive issue resolution to maintain a safe, productive, and well-maintained work environment. Establishes and monitors service level agreements (SLAs) with these support functions.
• Leads the development, implementation, and maintenance of comprehensive Phoenix site Business Continuity (BC) plans, conducting regular risk assessments and simulations to ensure operational resilience and minimize disruption during emergencies and unforeseen events. Partners with corporate security and IT to ensure alignment with enterprise-wide BC standards. USAA emphasizes robust business continuity planning to ensure operational resilience.
• Manages and oversees the Phoenix site's corporate contribution budget, ensuring responsible allocation of resources and adherence to budgetary guidelines. Tracks expenditures, analyzes budget variances, and provides regular financial reports to senior leadership.
• Empowers Phoenix site leadership and teams to operate with autonomy while ensuring adherence to USAA's strategic objectives and established directives. Fosters a culture of accountability and ownership while providing necessary guidance and support.
• Drives Phoenix site performance by rigorously monitoring and analyzing key performance indicators (KPIs). Identifies areas for improvement, implements data-driven solutions, and fosters a culture of continuous improvement through the proactive sharing of best practices and lessons learned within the site.
• Oversees the successful execution and integration of association-wide projects within the Phoenix region/site, ensuring on-time and within-budget delivery while minimizing disruption to ongoing operations. Collaborates with project managers to mitigate risks and ensure stakeholder alignment.
• Builds and oversees the Phoenix site's team of professionals through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities at the Phoenix site are effectively identified, measured, monitored, and controlled in accordance with USAA's enterprise-wide risk and compliance policies and procedures. USAA places a significant emphasis on robust risk and compliance management across all its operations.
• Undertake any additional duties and responsibilities as assigned at the Phoenix site, demonstrating adaptability and versatility in addressing evolving organizational needs and priorities.
• Perform other duties as assigned to support the success of the Phoenix site and USAA.

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.
• Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

What This Job Offers

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