Mid-Level Digital/Technical Product Manager -Contact Center Technologies

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.

The Opportunity

As a dedicated and strategic Mid-Level Digital/Technical Product Manager you will join our Contact Center Technologies team. In this role, you will take ownership of key product features and initiatives, working closely with engineering, design, and business stakeholders to develop strategy and deliver impactful solutions for our members and contact center agents. You will be responsible for defining requirements, managing the product backlog, and ensuring timely delivery of high-quality products.

Performs the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal stakeholders and partners to tackle 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 all channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.

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, Phoenix; AZ or Colorado Springs; CO. Relocation assistance is not available for this position.

What you'll do:

• Independently employs Digital or Technology research, business and market intelligence, and data-driven insights to find opportunities, propose solutions, create and maintain roadmaps, and improve performance.

• Assists with translating 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, features) and drives development of execution strategy.

• Shepherds Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant partners and SMEs (Business, UX, Technology, Ops, Marketing, etc.)

• Creates Business Case artifacts and hypotheses for scoping of Digital or Technology product and experience opportunities.

• Continuously leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs and KRIs.

• Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.

• Develops customer (i.e., business partners, members, collaborators) relationships to collaborate and understand current and future business needs.

• Prepares compelling presentations, and other forms of communication, to present and communicate complex concepts to a diverse audience.

• Researches and identifies industry protocols and trends to increase effectiveness of Digital or Technology products.

• Maintains and applies a maturing knowledge of the Business, Technology, UX, and relevant experiences and processes and an academic understanding of Product Management.

• Ensures 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.

• 4 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing. 1 year of Customer Contact Channel experience within Insurance or Financial services industry will take place of 1 year of the minimum experience required.

• Demonstrated ability to effectively develop, present, influence, and communicate business decisions.

• Knowledge of Agile Methodology.

What sets you apart:

• Experience with contact center quality assurance/coaching methodologies, quality monitoring best practices, and associated call center tooling, including screen recording, call monitoring, and feedback systems (familiarity with the NICE Performance Management tool and NICE Desktop Analytics tool is required).

• Proficient in overseeing development and systems integrations between NICE Performance Management and other call center ecosystems, to include SDLC, DevOPS, and SRE best practices.

• Experience troubleshooting and resolving technical issues related to the NICE Performance Management and Desktop Analytics platforms.

• Proven ability to communicate effectively with both technical and non-technical stakeholders.

• Ability to analyze complex business problems and build comprehensive business cases for product initiatives.

• Understanding of data privacy and security requirements related to call recordings and customer data.

Compensation range: The salary range for this position is: $103,450 - $197,730.

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 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.