Digital Technical Product Manager Lead

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.

About the role

We are seeking a dedicated Digital Technical Product Manager Lead. This position offers a flexible work environment that requires an individual to be in the office 4 days per week. This role can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

Responsibilities

• Lead the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members as part of the Omni Enablement, D&S Contact Center Technology Solutions team.
• Collaborate with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings.
• Lead Salesforce CRM strategy, architecture, and roadmap planning, governance, and operations while aligning priorities across multi-platform technology integrations, business process initiatives, and digital solutions workstreams.
• Optimize and improve existing CRM experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).
• Employ User Centric Design Thinking methodologies to deliver world-class member experience and improve Insurance Professionals/Agent experiences.
• Develop the Salesforce CRM, Omni-channel, and AI Assist product strategy, vision, and goals.
• Support and justify decision-making related to the balance of innovation types and investments for Digital and Technology products (portfolio level or enterprise reach).
• 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 into initiatives (i.e., requirements, epics, features) and drive execution strategy.
• Shepherd 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.).
• Drive, quantify, and defend 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 leverage expert data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs; share best practices with team members.
• Guide 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; follow through to ensure applicable improvements are implemented.
• Set the standard for preparing compelling presentations and other forms of communication to convey complex concepts to a diverse audience, including senior leadership.
• Facilitate 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.
• Conduct internal and external research and situational analysis to identify and apply industry best practices and trends to increase the effectiveness of Digital or Technology products.
• Actively manage ambiguity, influence others to bring in 'big picture' thinking, and drive clarity, solutions, and execution plans among team and stakeholders.
• Maintain and apply expert knowledge of the business, technology, UX, and relevant experiences and processes, along with an expert understanding of Product Management.
• Consistently provide guidance and mentoring to team members and act as an escalation point to ensure 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.

Requirements

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 8 years of Digital/Technology Product Management experience, including 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, including 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, Salesforce CRM, and contact center technologies, including customer support for the Agent Desktop, applications, or understanding of how communication platforms can be integrated or automated.
• Strong understanding of Salesforce architecture, data models, security models, permissions, environment strategy, release management, and integration patterns.
• Experience leading Salesforce integrations with enterprise SaaS platforms, APIs, identity models, and data governance.
• Experience building reusable AI platforms/services and scaling them across multiple teams and modernization of Legacy platforms, processes, or integrations.

USAA does not provide visa sponsorship for this role.

Pay

The salary range for this position is $143,320-$273,930. Compensation is 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.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) and pension plans.
• Life insurance.
• Parental benefits and adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education to assist with professional goals.