Director, Digital​/Technical Product Management - Omni Enablement

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.

The Opportunity

As a dedicated Director, Digital/Technical Product Management for Omni Enablement , you will lead teams of Digital or Technical Product Managers responsible for the strategy, ideation, definition, development and performance of digital and technology products and their experiences for USAA and its members. Oversees highly complex or strategic initiatives typically requiring confidentiality and enterprise-level visibility. Collaborates with Business and Technology stakeholders to lead a team responsible for tackling complex and challenging problems while maintaining situational awareness of the market in order to maximize the product portfolio.

Focuses on the operational effectiveness, goals, and performance of the team and their products or product line (or set of product experiences), ensuring strategic alignment within a product portfolio.

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 locations:
San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• "GenAI for Contact Center Enablement" Strategy:
Define and lead the product vision, strategy, and roadmap for leveraging Generative AI to directly support insurance agents in real-time during customer calls. This includes understanding the unique challenges and opportunities within agent-led conversations and how AI can enhance their ability to provide exceptional service, streamline information access, and improve outcomes.

• Automation of Manual Processes:
Proven experience in identifying and automating manual processes through digital solutions. This requires a deep understanding of process workflows, the ability to pinpoint inefficiencies, and the expertise to implement technology-driven solutions.

• Product Lifecycle Adherence:
Strict adherence to and management of the product lifecycle, from ideation and development to launch, iteration, and end-of-life. This ensures that products are delivered systematically and meet defined quality standards.

• Attracts, selects, and develops a Digital or Technical Product Management team in the attainment of product and experience goals and objectives.

• Manages day to day activities of the Digital or Technical Product Management team or and actively manages resources to ensure optimal efficiency and effective delivery.

• Responsible for end-to-end technology and digital product management activities for a product portfolio, or product line or group, or a major market segment or "vertical" market.

• Sets new Product strategies and leads team to define product strategy for a product portfolio, product line or group and oversees the development, analysis, and alignment of product strategy and roadmaps.

• Applies product management expertise in state-of-the-art digital and technology domains.

• Improves the business outcomes of the team by injecting strategic and innovative thinking in digital and technology product and service solutions.

• Guides teams in implementing data-driven methodologies across multiple channels, including emerging technology and mobility, to optimize end user experiences to drive KPI/KRIs.

• Guides team in developing best-in-class practices, tools, and processes to collect data, member feedback, derive insights, and inform product decisions.

• Leads team to effectively manage ambiguity, and influence others to drive clarity, solutions, and execution plan among team and stakeholders.

• Collaborates with and influences senior leaders, Digital or Technical Product Managers, developers, vendors, designers and other…