Digital Technical Product Manager Lead

About the role

We are seeking a dedicated Digital Technical Product Manager Lead for Omni Enablement, D&S Contact Center Technology Solutions team. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL.

Responsibilities

• Lead the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members.
• Collaborate with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings and design and drive implementation of multi-platform technology and digital solutions.
• Optimize and improve existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs) and employ User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.
• Develop the product strategy, vision, and goals and justify 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) and ensure strategic alignment across the product and its stakeholders, suppliers, and customers.
• Independently leverage Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
• Lead team and stakeholders 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 stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).
• Drives, quantifies, and defends Digital and Technology product and experience investments through Business Case artifacts and hypotheses, communicating the value proposition of Digital or Technology products and experiences.
• Continuously leverages expert data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs; shares best practices with team members.
• Guides team to generate meaningful 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.
• Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.
• Actively manages ambiguity, influences others to bring in 'big picture' thinking and drives clarity, solutions, and execution plan among team and stakeholders.
• Maintains and applies expert knowledge of the business, technology, UX, and relevant experiences and processes and an expert understanding of Product Management.
• Consistently provides guidance and mentoring to team members and acts as an escalation point and ensures issues are resolved.
• Sets the standard for preparing compelling presentations, and other forms of communication to communicate complex 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.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's 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.

Qualifications

• Insurance/Banking/Sales Distribution domain experience (client journeys, servicing operations, disputes, risk, settlement, onboarding).
• Experience with Omni-Channels, CRM and contact center technologies.
• Experience building reusable AI platforms/services and scaling them across multiple teams and modernization of Legacy platforms, processes or Integrations.
• Experience operating in rigorous governance, risk, and control environments.

Skills

• Expertise in Technology/Digital products and emerging technology platforms, applications data analysis and research techniques and standards.
• Strong communication and presentation skills.
• Ability to manage ambiguity and influence others.
• Expert knowledge of the business, technology, UX, and relevant experiences and processes.
• Expert understanding of Product Management.

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.