Program Manager Mid-Level-Executive Tours & Visitor Engagement

About the role

The Opportunity We are seeking a highly professional and proactive Tour Program Manager I to lead executive, official, and new employee tour experiences at our San Antonio Office. This role serves as a key ambassador for USAA, delivering engaging and informative tours while managing programs aligned with the CREWS team.

Responsibilities

• Plan, coordinate, and deliver high-quality tour experiences for senior executives, key officials, external visitors, and new employees at the San Antonio Home Office.
• Manage and support CREWS-aligned programs and initiatives, ensuring successful execution within established timelines and business objectives.
• Partner with cross-functional teams, business leaders, and key stakeholders to coordinate tour logistics, itineraries, presentations, and visitor experiences.
• Serve as a professional ambassador for USAA, representing the organization's mission, culture, and brand with executive presence and professionalism.
• Maintain strong relationships with internal and external stakeholders to ensure a seamless and impactful visitor experience.
• Identify opportunities to enhance tour programs and visitor engagement through continuous improvement, innovation, and proactive problem-solving.
• Monitor program activities, milestones, and key performance indicators, providing updates and recommendations to leadership as appropriate.
• Anticipate and resolve operational challenges, ensuring tours and programs are delivered efficiently and effectively.
• Develop and execute communication plans for stakeholders, participants, and business partners to support successful program outcomes.
• Support change management and organizational initiatives by fostering awareness, engagement, and adoption of USAA programs and experiences.
• Ensure compliance with company policies, procedures, security requirements, and visitor protocols.
• Effectively identify, assess, monitor, and manage risks associated with business activities in accordance with risk and compliance standards.

Requirements

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 4 years of experience in project or program management, including planning, tracking and delivery.
• Possess an understanding of scope definition, process and solution mapping; process structures and components; and standard project planning methodologies.
• Understand risk management policies and procedures.

Qualifications

• Military veteran with experience conducting executive, VIP, distinguished visitor (DV), or large-scale facility tours, preferably with organizations such as The Old Guard, the Pentagon, senior military commands, or other high-visibility institutions.
• Experience serving in Public Affairs, Strategic Communications, Community Relations, Protocol, or similar roles requiring public speaking and organizational representation.
• Proven ability to brief and engage senior executives, government officials, military leaders, and external stakeholders with confidence and professionalism.
• Military instructor, trainer, facilitator, or ceremonial leader experience with demonstrated presentation and audience engagement skills.
• Experience supporting diplomatic, protocol, embassy, attaché, or official government engagements requiring exceptional professionalism and attention to detail.
• Strong executive presence with polished verbal and written communication skills and the ability to represent an organization's brand and values effectively.
• Demonstrated success managing high-profile events, visits, tours, or engagement programs involving multiple stakeholders and complex logistics.
• Experience fostering meaningful visitor experiences through storytelling, presentations, historical interpretation, or organizational education.

Skills

• Exceptional initiative, executive presence, strong organizational skills, and the ability to build relationships across all levels of the organization.
• Knowledge and demonstrated application of project management tools and methodologies.
• Ability to identify and solve problems with originality and creativity.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.

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.

Pay

The salary range for this position is: $77,120- $147,390

Schedule

This position can be based in the following location: San Antonio. Relocation assistance is not available for this position.