Program Manager – Tours & Visitor Engagement

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.

• 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.
• Knowledge and demonstrated application of project management tools and methodologies.
• 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.

• Project Management Tools
• Scope Definition
• Process Mapping
• Standard Project Planning Methodologies
• Tracking and Delivery

• Problem-Solving
• Professionalism
• Cross-Functional Collaboration
• Relationship Management