Director, Business Process Ownership - Member Value

About the role

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.

Opportunity

The opportunity involves leading a team focused on process ownership and improving business results by identifying process gaps and opportunities, recommending solutions, and developing and monitoring key process performance indicators. This role aligns with enterprise partners to define backlog and present the business case for execution, ensuring operational effectiveness and compliance with policies, procedures, and regulatory requirements. The position offers a flexible work environment requiring an individual to be in the office 4 days per week, with potential for remote or hybrid flexibility for active-duty military spouses.

What You'll Do

• Lead a team in process ownership and business results improvement.
• Align with enterprise partners to define backlog and present business cases for funding and execution.
• Define, develop, and evaluate performance metrics to establish process success and engage stakeholders for continuous alignment.
• Utilize and oversee reporting, data, and analytics to measure process and project performance, adjust services, and inform key stakeholders.
• Influence business units and processes to address risks across all activities.
• Collaborate with process stakeholders to execute projects using methodologies like Agile, Six Sigma, Lean, and Waterfall.
• Manage and mitigate business process risks, ensuring appropriate controls are captured, documented, sustained, and mitigated.
• Build and oversee a team of employees for assigned functional areas through recruitment, development, retention, coaching, and support activities.
• Stay current with emerging technologies and lead continuous process improvement efforts.
• 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.
• 8 years of business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• 3 years of direct team lead, supervisory, or management experience.
• Experience leading and/or participating in programs/projects, business process owner/consultant efforts in a dynamic environment.
• Extensive experience in the application of process management methodologies, standards, and policies within a regulated environment.
• Knowledge of operational risk management practices.
• Organizational agility; with demonstrated ability in developing partnerships across a complex business landscape, while utilizing/implementing Lean and continuous improvement methodologies.
• Experience gathering and assessing sets of performance metrics to ensure both efficient and effective processes.

What Sets You Apart

• Proven experience in leading process optimization initiatives using Six Sigma or Lean methodologies.
• In-depth knowledge of Insurance operations, with a focus on products and services for military members and their families.
• Strong ability to lead cross-functional teams and collaborate with stakeholders.
• Demonstrated experience in navigating and documenting workflows within JIRA, including the creation of epics in Clarity.
• Strong communication and presentation skills, with a proven ability to influence decisions and effectively present to executive management and IT stakeholders.
• Working knowledge of RCSA and PRCI principles.
• US military experience through military service or a military spouse/domestic partner.

Pay

Compensation range: $127,310.00 - $243,340.00. 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.).

Benefits

• 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.
• Variety of wellness programs.
• Career path planning and continuing education.