Program Manager – Mid Level – Digital Platforms

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. Our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. We are proud to support active-duty military spouses and offer remote or hybrid flexibility for them consistent with applicable policy and business needs. This position can be based in San Antonio, TX or Plano, TX (relocation assistance is not available).

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 intake, prioritization, roadmaps, milestones, and dependencies.

Skills

• Experience managing a portfolio of digital platforms or customer-facing technology products.
• Experience supporting mobile, web, IVR, chat, personalization, conversational AI, or API platforms.
• Experience creating integrated roadmaps across multiple products or technology platforms.
• Experience coordinating initiatives that span multiple lines of business and enterprise teams.
• Experience tracking OKRs and connecting program activity to measurable business outcomes.
• Experience supporting executive governance and preparing leadership-level presentations.
• Proficient experience with USAA’s change-management methodology or a comparable industry methodology.
• US military experience gained through military service or gained as a military spouse / domestic partner.

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.

Pay

The salary range for this position is: $85,040.00 - $162,550.00. 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.

Schedule

We offer a flexible work environment that requires an individual to be in the office 4 days per week.