VP, Contact Center Support and Optimization

USAA • Chesapeake, VA

2d • Hybrid

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 As a dedicated VP, Contact Center Support and Optimization, you will be Accountable for driving operational execution and excellence by managing capacity effectively, enhancing automation, and developing a modernized workforce. Responsible for ensuring these efforts are in alignment with the strategy and omnichannel initiatives within Distribution and Service. The role is critical in enabling optimal performance to satisfy member and employee needs and deliver USAA P&C’s sales and service objectives. 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, Chesapeake, VA or Tampa, FL. Relocation assistance is available for this position.

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 progressive leadership experience in program or project management, process improvement, consulting for large strategic efforts or multi-channel operations.
• At least 5 years of leadership experience in Property and Casualty or Financial Services Industry supporting medium to large-scale and/or multi-site contact centers, with extensive experience leading across complex organizational lines in a matrix structure.
• 8 years of people leadership experience in building, managing and/or developing high-performing teams.
• Full life cycle experience managing strategic and operational programs, including translating complex business strategies and vision into executable business process and technology plans.
• Experience delivering member or customer facing capabilities in a complex multi-channel, multi- product, integrated system environment.
• Extensive experience presenting information and building relationships with executive management.
• Demonstrated experience operating in a highly regulated environment, preferably in financial services/insurance industry to include knowledge of laws such as Reg W and Anti-Trust laws.
• Comprehensive knowledge of agile methodology to include project management and prioritization skills and demonstrated application of knowledge, skills, and abilities towards work products.
• Executive-level business and technical acumen in the areas of business operations, industry practices and emerging trends with P&C products, capabilities, and services.
• Demonstrated success in building and managing third party relationships/partnerships (or internal/external) to optimize member experience and achieve target business objectives.

Nice To Haves

• Contact center experience.
• Exposure to process improvement and automation.
• Understanding of quality assurance and how to define and deliver it.
• Strong influencing skills, with evidence of success in tough situations, particularly with peers who have different motivations.
• Ability to manage diverse teams with varying metrics
• US military experience through military service or a military spouse/domestic partner

Responsibilities

• Owns and drives comprehensive workforce management and capacity planning for multiple, national multi-channel contact centers, to include third party contact center channels.
• Accountable for delivering workload management strategies applicable to current state and the modernized, technology enabled future. outcomes.
• Serves as the primary executive sponsor and integration leader for all strategic and operational initiatives focused on contact center innovation, transformation, and performance enhancement including third party contact center channels, learning & development, workforce management, member advocacy, and fulfillment operations.
• Collaborates with and influences the Association’s member complaint team to identify, evaluate, and implement customer contact resolutions, identify and influence technology and automation enhancements / solutions, learning and development opportunities, to retain and deepen members while ensuring successful adoption and rigorously managing risk and compliance.
• Leads the development and execution of the comprehensive third-party contact center strategy, establishing robust training programs and providing ongoing oversight and performance management in close partnership with Third Party Relationship Management (TPRM) and Business Controls Management (BCM) teams.
• Designs, implements and manages scalable performance dashboards to inform and achieve targeted operational performance standards and maximize member value across P&C’s Distribution and Service portfolio.
• Acts as a key trusted executive partner, influencing and building strong relationships with stakeholders, senior leadership, and cross-functional partners (e.g., Retail Storefront, Digital Storefront, Performance & Transformation, Member Value) to drive alignment and achieve strategic objectives.
• Continuously monitors and analyzes market economic conditions, industry and regulatory trends, and competitive landscape to inform and implement innovative operational strategies across P&C’s omnichannel operations.
• Builds, develops, and leads a department through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive