Program Manager Mid-Level-Executive Tours & Visitor Engagement

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. The ideal candidate demonstrates exceptional initiative, executive presence, strong organizational skills, and the ability to build relationships across all levels of the organization to ensure a best-in-class experience for visitors and stakeholders.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in the following location: San Antonio.

What you'll do:

• 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.

What you Have

• 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.
• Understanding of risk management policies and procedures.

What sets you apart:

• 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.

Compensation

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

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.

Equal Opportunity Employer

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.