Digital/Technical Product Manager Lead

Phoenix Campus (Main)

Tampa Campus

Charlotte, NC - CENTS

San Antonio Home Office I

Colorado Springs Campus

Tampa Crosstown

Plano Legacy

Full time

R0120647

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

As a dedicated Digital/Technical Product Manager Lead , you will lead the strategy, performance, and modernization of USAA’s member contact routing capabilities. You will use data from the Interactive Voice Assistant (IVA), telephony, and routing environments to identify why members are routed incorrectly, determine root causes, and translate insights into measurable improvements.

In partnership with contact center businesses, technology teams, operations, and other stakeholders, you will develop and execute strategies that reduce transfers, improve first contact resolution, increase member satisfaction, and enable more proactive and personalized member treatment. You will also identify opportunities to apply artificial intelligence and automation throughout the member contact experience.

This role owns business and product requirements for routing and telephony capabilities and supports the migration to new platforms and technologies. Success requires strong analytical problem-solving, product leadership, cross-functional influence, and the ability to turn complex data into clear priorities and executable solutions.

We offer a flexible work environment that requires an individual to be in the office 4 days per week out of any of our regional offices, including San Antonio, TX; Plano, TX; Phoenix, AZ; Colorado Springs, CO; Tampa, FL; or Charlotte, NC. Relocation assistance is not available for this position.

What you’ll do:

• Own the product strategy, roadmap, and performance objectives for member contact routing, IVA, and telephony capabilities.

• Analyze routing, IVA, transfer, and contact-center data to identify misrouted member contacts, isolate root causes, quantify impacts, and prioritize improvement opportunities.

• Establish a data-driven operating model with clear performance measures, reporting, and insights related to transfer rates, first contact resolution, member satisfaction, routing accuracy, containment, and other key indicators.

• Partner with contact center businesses to understand member and employee needs and develop routing strategies that connect members to the appropriate destination, resource, or treatment.

• Translate business needs, member insights, operational challenges, and analytical findings into clear requirements, epics, features, acceptance criteria, and implementation priorities.

• Lead initiatives that reduce avoidable transfers, improve first contact resolution, simplify member journeys, and increase the effectiveness of assisted and self-service experiences.

• Identify and advance opportunities to use AI, automation, predictive insights, and proactive treatments to improve routing decisions and member outcomes.

• Own product requirements for routing and telephony platforms and support the migration from legacy capabilities to new platforms and technologies.

• Lead complex initiatives from discovery and business-case development through implementation, validation, performance measurement, and continuous improvement.

• Collaborate across business, technology, operations, data, experience design, risk, and vendor teams to manage dependencies, resolve issues, and deliver integrated solutions.

• Communicate findings, recommendations, investment needs, and performance results to senior leaders and other stakeholders through clear, compelling, and actionable presentations.

• Evaluate industry capabilities and emerging contact-center technologies to inform product strategy and identify opportunities to improve member contact delivery.

• Provide product leadership, guidance, and mentoring to team members and serve as an escalation point for complex routing and platform issues.

• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you’ll have:

• Bachelor's degree; OR 4 years of relevant education and/or experience.

• 8 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an Advanced degree and 6 years of Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.

• Comprehensive knowledge of Technology/Digital products and emerging technology platforms, applications data analysis and research techniques and standards.

• Proven track record to effectively develop, influence, present and communicate highly complex business, digital, or technology concepts to cross-functional teams, non-technical users and senior leadership.

What sets you apart:

• Risk management strategy improvement.

• Contact center employee experience.

• Tools: IVR platforms, WFM, Decisions, Tableau, Call Routing (Cisco, Amazon Connect, or other ACD’s).

• Customer journeys: experience across customer lifecycle from acquisition to servicing.

• Experience facilitating funding of accounts and/or moving money.

• Business Focus - driving business results through execution and strategic vision.

• 4 years' experience of IVR in the financial industry.

• Demonstrated success in optimizing client experience with IVR.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Compensation range:

The salary range for this position is: $143,320- $265,950

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.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. 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.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

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.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static\_assets/Media/enterprise\_hr\_cpra\_notice\_at\_collection.pdf) here.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.