AVP, AI Operations

** 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*
* The AVP, AI Operations is responsible for defining and executing the association strategy for Artificial Intelligence for IT Operations (AIOps), intelligent automation, operational analytics, and autonomous operations capabilities across the association. This leader serves as the strategic owner of future-state operational transformation, driving the evolution of technology operations from reactive and manual processes toward predictive, data-driven, and increasingly autonomous service management practices.

The AVP partners closely with Availability Management, Site Reliability Engineering (SRE), Infrastructure, Engineering, Architecture, Data & Analytics, Information Security, and Association Technology leaders to design and implement next-generation operational capabilities that improve service reliability, accelerate issue resolution, reduce operational risk, and enhance organizational efficiency.

The role is accountable for developing the frameworks, platforms, automation capabilities, and operating models that enable intelligent operations at scale while ensuring alignment with association AI policies, risk management, and technology strategy.

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 San Antonio, TX.

Relocation assistance is provided.

** What you'll do:*
* + Define and execute association AIOps strategy, roadmap, and target operating model.

+ Lead the transformation from traditional operations to predictive, intelligent, and autonomous operational capabilities.

+ Establish long-term strategic priorities for automation, operational intelligence, observability, and AI-enabled service operations.

+ Identify emerging technologies and industry best practices that can improve operational effectiveness and service reliability.

+ Influence investment decisions related to AIOps platforms, observability solutions, automation technologies, and AI capabilities. Advise executive leadership on operational innovation opportunities and technology transformation strategies.

+ Develop association standards, operating policies and principles for AIOps.

+ Establish association capabilities for operational intelligence, event analytics, and data-driven decision making.

+ Lead efforts to improve event correlation, anomaly detection, alert prioritization, and root-cause identification.

+ Develop predictive analytics capabilities that identify operational risks before service disruptions occur.

+ Advance real-time visibility into service health, platform performance, and operational risk exposure.

+ Develop and execute a comprehensive automation strategy focused on reducing manual intervention and operational toil.

+ Drive automation adoption across incident, problem, change, and service management processes.

+ Identify opportunities to eliminate repetitive tasks and optimize operational workflows.

+ Measure automation effectiveness through productivity, reliability, and risk reduction outcomes.

+ Leverage machine learning and advanced analytics to improve operational effectiveness and stability. Establish the strategy for association observability capabilities supporting proactive service management.

+ Partner with SRE, platform engineering, infrastructure teams, and operations teams to implement automated remediation and autonomous recovery capabilities, improve telemetry, monitoring, tracing, and operational visibility.

+ Drive the integration of operational data across applications, infrastructure, cloud platforms, and business services.

+ Ensure operational data quality, accessibility, and risk management support AI-driven decision making.

+ Lead the development of integrated operational platforms that enable predictive and autonomous capabilities. Drive capabilities that anticipate incidents before they impact customers, employees, or business operations.

+ Improve capacity management, performance optimization, and resiliency planning through predictive intelligence.

+ Establish controls and oversight mechanisms for operational AI implementation.

+ Establish KPIs and value realization metrics for automation, operational efficiency, service reliability, and AI adoption.

+ Build and lead high-performing teams focused on AIOps, automation engineering, operational analytics, and transformation.

+ Ensures risks…