DigitalTechnical Product Manager Lead

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 Digital/Technical Product Manager Lead you will lead the strategy performance and modernization of USAAs member contact routing capabilities. You will use data from the Interactive Voice Assistant (IVA) telephony and routing environments to identify why members are routed incorrectly determine root causes and translate insights into measurable improvements.

In partnership with contact center businesses technology teams operations and other stakeholders you will develop and execute strategies that reduce transfers improve first contact resolution increase member satisfaction and enable more proactive and personalized member treatment. You will also identify opportunities to apply artificial intelligence and automation throughout the member contact experience.

This role owns business and product requirements for routing and telephony capabilities and supports the migration to new platforms and technologies. Success requires strong analytical problem-solving product leadership cross-functional influence and the ability to turn complex data into clear priorities and executable solutions.

We offer a flexible work environment that requires an individual to be in the office 4 days per week out of any of our regional offices including San Antonio TX; Plano TX; Phoenix AZ; Colorado Springs CO; Tampa FL; or Charlotte NC. Relocation assistance is not available for this position.

What youll do:

• Own the product strategy roadmap and performance objectives for member contact routing IVA and telephony capabilities.
• Analyze routing IVA transfer and contact-center data to identify misrouted member contacts isolate root causes quantify impacts and prioritize improvement opportunities.
• Establish a data-driven operating model with clear performance measures reporting and insights related to transfer rates first contact resolution member satisfaction routing accuracy containment and other key indicators.
• Partner with contact center businesses to understand member and employee needs and develop routing strategies that connect members to the appropriate destination resource or treatment.
• Translate business needs member insights operational challenges and analytical findings into clear requirements epics features acceptance criteria and implementation priorities.
• Lead initiatives that reduce avoidable transfers improve first contact resolution simplify member journeys and increase the effectiveness of assisted and self-service experiences.
• Identify and advance opportunities to use AI automation predictive insights and proactive treatments to improve routing decisions and member outcomes.
• Own product requirements for routing and telephony platforms and support the migration from legacy capabilities to new platforms and technologies.
• Lead complex initiatives from discovery and business-case development through implementation validation performance measurement and continuous improvement.
• Collaborate across business technology operations data experience design risk and vendor teams to manage dependencies resolve issues and deliver integrated solutions.
• Communicate findings recommendations investment needs and performance results to senior leaders and other stakeholders through clear compelling and actionable presentations.
• Evaluate industry capabilities and emerging contact-center technologies to inform product strategy and identify opportunities to improve member contact delivery.
• Provide product leadership guidance and mentoring to team members and serve as an escalation point for complex routing and platform issues.
• Ensure risks associated with business activities are effectively identified measured monitored and controlled in accordance with risk and compliance policies and procedures.

What youll have:

• Bachelors degree; OR 4 years of relevant education and/or experience.
• 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.
• Proven 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:

• Risk management strategy improvement.
• Contact center employee experience.
• Tools:IVR platforms WFM Decisions Tableau Call Routing (Cisco Amazon Connect or other ACDs).
• Customer journeys: experience across customer lifecycle from acquisition to servicing.
• Experience facilitating funding of accounts and/or moving money.
• Business Focus - driving business results through execution and strategic vision.
• 4 years experience of IVR in the financial industry.
• Demonstrated success in optimizing client experience with IVR.

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.

Compensation range:

The salary range for this position is: $143320- $265950

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e. H-1B TN STEM OPT Training Plans etc.).

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.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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.

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 visit our benefits page on .

Applications for this position are accepted on an ongoing basis this posting will remain open until the position is filled. Thus interested candidates are encouraged to apply the same day they view this posting.

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.