Program Manager – Mid Level – Digital Platforms

About the role

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 The Program Manager will partner across Digital Technology, Member Value, Architecture, Risk, and other enterprise teams to coordinate a portfolio of member-facing digital platforms, including mobile, web, IVR, chat, personalization, and conversational technology. This role will manage demand intake and prioritization, maintain integrated roadmaps and milestones, surface cross-platform dependencies and decisions, and drive portfolio governance and executive reporting. The Program Manager will help ensure platform investments remain aligned with business outcomes while enabling product and engineering teams to stay focused on delivery. This position can be based in one of the following locations: San Antonio, TX, Plano, TX. Relocation assistance is not available for this position.

Responsibilities

• Maintains program strategies commensurate with the level of risk, size, and complexity to ensure individual efforts align with organizational goals.
• Participates in analyses, root cause identification and development and recommendation of key work products.
• Facilitates meetings with executive management and project sponsors to define solutions.
• Negotiates agreements, settles disputes equitably and diffuses situations.
• Adheres to Project Management Office processes, procedures, controls, standards, tools, and templates (as required).
• Adheres to governance rigor required for work efforts.
• Drives the adoption and sustainment of changes within the organization in compliance with USAA's Change Management methodology.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• 4 years of project or program management experience, including experience defining or establishing a new program.
• Digital technology or contact-center technology experience.
• Proficient knowledge of project, program, or portfolio management principles.
• Experience evaluating solutions and program priorities against organizational goals.
• Proficiency with program-management tools, processes, and methodologies.
• Understanding of risk-management policies and procedures.
• Strong stakeholder-management and cross-functional coordination experience.
• Experience managing demand