Executive Director, Digital Product Management- Omnichannel New Member Onboarding

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 Digital Product Management- Omnichannel New Member Onboarding leader, you will own and manage the new member onboarding experience across all channels. This role entails aligining Company, Association, and LoB and objectives to maximize the discovery, delivery, and performance of digital products to best serve members.

In this role, you will function as a subject matter expert on measurement, outcomes and Key Performance Indicators (KPIs) and lead teams toward onboarding strategy goals. Creating, developing and sustaining customer and business relationships with internal and external partners is critical.

This role is also expected to represent the omnichannel onboarding experience in executive meetings and provide thought leadership on performance and emerging trends.

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, or Tampa, FL. Relocation assistance is available for this position.

What You'll Do

• Sustains Business, Technology, and LoB relationships, acting as digital/technology product point of contact for partners/customers.
• Implements the vision, strategy, direction, key performance indicators and outcomes of a Digital or Technology product portfolio.
• Serves as escalation point on day-to-day activities of the Digital or Technology product management organization.
• Leads organization to effectively manage ambiguity, and influences others to drive clarity, solutions, and execution plan among team and stakeholders.
• Collaborate with senior leaders, Digital or Technology product managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches with a specific product or technology.
• Promotes continued focus on evolving member needs and demand-based enhancements through member-based research (focus groups, usefulness testing, a/b testing, and other research methodologies) as appropriate.
• Monitors agreed upon goals and outcomes for products, services and transactions across digital channels and platforms.
• Manage investments, innovation mix, prioritization, and tradeoff decisions among member experience, performance, and operational support requirements at the project or program level.
• Attracts, selects, and develops top-tier Technology/Digital product management talent to continually maintain and transform USAAs digital/technology product offerings.
• Ensures technology capabilities align to architectural and system standards, promoting a consistent USAA approach to the development and deployment of global platforms and standards.
• 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 relevant education and/or experience.
• 10 years of experience as a Technology, Product Management or Digital transformation leader for Association initiatives and platforms, with varying responsibilities from strategy to market to ongoing product improvements.
• 4 years of direct team lead or leading matrixed or cross-functional, large scaled teams.
• Demonstrated ability to think strategically and execute both strategic and tactical association-wide efforts related to the development and management of new products/product enhancements and leverage and influence leadership, and cross-functional teams to develop and execute product strategy.
• Solid business acumen combined with strong technical and customer experience foundations.
• Outstanding people management abilities, creates and sustains environment to succeed.
• Proven leadership and ability to influence at all levels of management.
• Advanced facilitation, collaboration and consensus building skills, with extensive experience in presenting to cross-functional teams and Senior/Executive leaders.
• Demonstrated ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency.
• Demonstrates and maintains in-depth knowledge of regulatory requirements and supervisory expectations / laws impacting the organization's risk management framework, governance, standards, capabilities and risk strategy across all lines of business.
• Experience working with Agile delivery/development organizations.
• Knowledge of federal laws, rules, and regulations including, but not limited to, GLBA (Gramm-Leach-Bliley Act), Telephone Consumer Protection Act (TCPA) and Americans with Disabilities Act (ADA).

What Sets You Apart

• US military experience through military service or a military spouse/domestic partner
• Exposure to designing and managing omnichannel experiences to include digital, call center, and in-person
• Experience working in large complex enterprise organization
• Experience in product management, digital, and other channels
• Influence across Senior Executives

Salary: The salary range for this position is: $195,230-$351,410.

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.

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.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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 USAAjobs.com.

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.