Why USAA?
We are seeking a dedicated Digital/Technical Product Manager Lead for Product Management Team in USAA's Contact Center Technologies Department.
This position is a hybrid work type and can be based in one of the following locations: San Antonio, TX; Plano, TX; Phoenix, AZ; or Colorado Springs, CO. Hybrid roles help employees gain the best of both worlds - collaborating in-person in the office and working from home when needed to achieve focused results.
The candidate selected will get to work with various contact center technologies (Quality Assurance, Coaching, Workforce Management, etc.) delivering strategic projects ranging from system upgrades/enhancements or implementations and support partners across the Enterprise contact centers in Bank, PNC, and Life Co.
Leads the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal collaborators and partners to take on complex and challenging problems to optimize the customers' (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (critical metrics) and Key Risk Indicators (KRIs). Employs User Centered Design and Design Thinking methodologies to bring elite Digital and/or Technology driven products to market. Develops the product strategy, vision, and goals and rationalizes decision-making related to the balance and mix of innovation types and investments for Digital and Technology products of complex and significant scope (portfolio level or enterprise reach). Ensures strategic alignment across the product and its collaborators, suppliers, and customers.
The Opportunity
What you'll do:
Independently demonstrates Digital or Technology research, business and market intelligence, and data-driven insights to find opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Leads team and collaborators to envision, define, and translate Digital or Technology product and experience opportunities (customer -needs- and -wants- as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, epics, features) and drives execution strategy.
Shepherds highly complex, highly integrated, and strategic Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant collaborators and SMEs (Business, UX, Technology, Ops, Marketing, etc.).
Drives, quantifies, and defends Digital and Technology product and experience investments through Case artifacts and hypotheses, communicating the value proposition of Digital or Technology products and experiences.
Continuously demonstrates authority data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against critical metrics/KRIs; shares standard methodologies with team members.
Guides team to generate significant insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements; follows through to ensure applicable improvements are implemented.
Sets the standard for preparing compelling presentations, and other forms of communication to communicate sophisticated concepts to a diverse audience, including senior leadership, and facilitates Digital or Technology product definition, concept and collaboration sessions to coordinate discovery, development, delivery, and validation activities, as well as to mitigate risks and dependencies.
Conducts internal and external research and conducts situational analysis to identify and apply industry standard methodologies and trends to increase effectiveness of Digital or Technology products.
Actively leads ambiguity, influences others to bring in -big picture- thinking and drives clarity, solutions, and execution plan among team and collaborators.
Maintains and applies experienced knowledge of the business, technology, UX, and relevant experiences and processes and an authority understanding of Product Management.
Consistently provides guidance and mentoring to team members and acts as a partner concern point and ensures issues are resolved.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
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.
8 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an Advanced degree and 6 years of Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
Comprehensive knowledge of Technology/Digital products and emerging technology platforms, applications data analysis and research techniques and standards.
Consistent track record to effectively develop, influence, present and communicate highly complex business, digital, or technology concepts to cross-functional teams, non-technical users and senior leadership.
What sets you apart:
Experience with current contact center technology tools; Gridspace, Quality Matrix, CCQM, Blackbird, NICE Performance Management (NPM), NICE Workforce Management (WFM).
Experience setting strategic roadmaps and establishing business cases.
General knowledge of contact center foresight and standard methodologies.
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
What we offer:
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $115,240.00 - $220,270.00 .
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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.
For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.
Relocation assistance is not available for this position.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are an existing USAA employee, please use the internal career site in OneSource to apply.
Please do not type your first and last name in all caps.
Find your purpose. Join our mission.
USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.
USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
