Director, Business Process Ownership - Member Communications

San Antonio Home Office I

Phoenix Campus (Main)

Tampa Campus

Charlotte, NC - CENTS

Colorado Springs Campus

Tampa Crosstown

Plano Legacy

Full time

R0122175

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 Director, Business Process Owner , you will serve as the Director of Air Traffic Control for the association’s Member Communications team. You will provide end-to-end coordination across member communications, helping establish how, why, when, and to whom communications are delivered to prevent competing or overlapping member messages. You will oversee the development of technology capabilities and associated processes, business rules, and partnerships across the association.

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 one of the following USAA office locations: San Antonio, TX, Charlotte, NC, Plano, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL.

Relocation assistance is not available for this position.

What You'll Do

• Leads the development and operation of the Member Communications Air Traffic Control capability, coordinating processes, technology, business rules, priorities, and enterprise partnerships.

• Responsible for leading a team focused on process ownership and improving business results by identifying process gaps and opportunities, recommending solutions, and developing and monitoring key process performance indicators.

• Aligns with enterprise partners to define and prioritize the backlog, develop business cases, compete for funding, and ensure execution against business deliverables.

• Defines, develops, and evaluates performance metrics and uses reporting, data, and analytics to measure process and project performance and inform key stakeholders.

• Ensures risk mitigation is a top priority by identifying and resolving risk opportunities and influencing business processes and controls.

• Uses project execution methodologies such as Agile, Six Sigma, Lean, and Waterfall to collaborate with stakeholders and improve or design controlled processes.

• Identifies business process risks and ensures appropriate controls are captured, documented, sustained, and mitigated.

• Builds and oversees a team through recruiting, development, retention, coaching, performance management, and other managerial activities.

• Stays current with emerging technologies and leads continuous process improvement efforts.

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

What You Have

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

• 8 years of business process execution/knowledge/experience, consulting, and/or process engineering/optimization.

• 3 years of direct team lead, supervisory, or management experience.

• Experience leading and/or participating in programs/projects and business process owner/consultant efforts in a dynamic environment.

• Extensive experience applying process management methodologies, standards, and policies within a regulated environment.

• Knowledge of operational risk management practices.

• Demonstrated organizational agility and ability to develop partnerships across a complex business landscape while utilizing Lean and continuous improvement methodologies.

• Experience developing and assessing performance metrics to ensure efficient and effective processes.

• Strong understanding of technology capabilities and how they enable and integrate with end-to-end business processes.

What Sets You Apart

• Experience designing and operationalizing a key business process from the ground up.

• Experience launching and modernizing technology platforms.

• Experience with financial business case planning, including defining benefits and deliverables.

Compensation range: The salary range for this position is: $127,310.00 to $243,340.00.

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.