Outbound & CRM Configuration Senior

USAA•San Antonio, TX

2d•$103,450 - $197,730•Hybrid

About The Position

Why USAA? 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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs. The Opportunity As a dedicated Outbound & CRM Configuration Senior, you will serve as a direct representative of the business on an agile team. Attain, understand, and communicate business vision and needs in order to write and refine user stories, prioritize work, and provide guidance to technical teams. Use critical thinking, problem solving, and Agile principles to partner with business owners, subject matter experts, and the development team to build effective solutions. Possess an advanced knowledge and understanding of and ability to work within multiple delivery methodologies, including Agile and other approaches, to deliver business value. This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
6 years of experience in process improvement, project delivery, business/requirements analysis or directly related to supported business operations/product line.
Advanced knowledge of Microsoft Office products, applicable databases and product management tools.
Advanced knowledge of multiple technical software delivery methodologies (i.e., Agile, Waterfall, SAFe).
Advanced experience analyzing business requirements, process flows and use cases to identify opportunities to streamline business processes in accordance with risk management framework and regulatory requirements.
Advanced knowledge and demonstrated use of Process Engineering methodologies.
Advanced ability to independently work to gather business requirements, process flows and use cases to develop and deliver on business capabilities within the approved methodology, writing user stories, and following the development process through user story acceptance.
Experience in analyzing business requirements and ability to identify opportunities to drive decisions and streamline business processes in accordance with risk management framework and regulatory requirements.

Nice To Haves

6 years of hands-on experience in Salesforce Marketing Cloud (SFMC) with deep expertise in Journey Builder, Automation Studio, Contact Builder, and Email Studio, including direct configuration and deployment of campaigns.
Proven ability to translate business and marketing requirements into technical configurations, including audience segmentation logic, data extensions, automations, and cross-channel journeys.
Experience serving as a primary configuration owner or “power user” of SFMC, independently building and optimizing campaigns without reliance for day-to-day execution.
Strong working knowledge of SFMC data architecture, including data extensions, relationships, attribute groups, and contact model design to support scalable segmentation and personalization.
Demonstrated ability to partner effectively across marketing, IT engineering, and CTO-aligned teams, acting as a bridge between non-technical stakeholders and technical implementers.
Experience building and managing triggered, batch, and event-driven outbound programs across email, SMS, DM, Outbound Call, including error handling, QA processes, and deployment best practices.
Experience standing up or refining operational processes within SFMC, including campaign intake, naming conventions, documentation, governance, and reusable assets/frameworks.
Ability to troubleshoot and optimize campaigns directly in-platform, including debugging journeys, automations, and data issues with minimal support.
Strong understanding of integration patterns between SFMC and upstream/downstream systems (CRM, CDP, data warehouses), enabling effective collaboration with partners on data ingestion and activation.
US military experience through military service or a military spouse/domestic partner

Responsibilities

Works with business and Subject Matter Experts to understand business strategy and vision and then writes, refines, accepts and prioritizes stories and/or features to support effective and compliant solutions while balancing investment and business value.
Owns and maintains a prioritized work backlog for one or more Agile teams. Product backlog includes complete user stories with acceptance criteria so that they are consumable and testable by the Agile team or program.
Reviews and accepts output of I/T and/or business development to ensure specified acceptance criteria have been completed.
Serves as direct representative of the business with one or more delivery teams, representing the customers' perspective throughout the product delivery cycle.
Participates in a cross-functional team of user experience partners, designers, business analysts, developers, testers and others to develop, execute and release in alignment with program and/or product road maps.
Partners with sponsors, stakeholders, and IT to facilitate, define and document relevant business processes, gaining an advanced understanding of the needs, measures, and risks & controls for the improvement area.
Prepares the business for the change and provides tactics and metrics for benefits, adoption, and risk. Leverages existing change management routines, as needed.
Works with different technologies, internal and external to have oversight of development, testing and controls.
Applies advanced knowledge in the business development/execution discipline, regularly seeking out opportunities to enhance, improve and advance the function.
Coaches and mentors other Product Owners.
Demonstrates advanced knowledge in multiple business or system domains and capable of leading development across multiple teams at the project or program level.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.