AVP, Availability Management

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, Availability Management is responsible for leading the Availability Command Center (ACC), serving as the association command function responsible for operational execution, major incident management, business service availability, event coordination, operational readiness, and service restoration across the association. This leader is accountable for ensuring critical business services remain available, operational risks are identified and mitigated, and service disruptions are through coordinated command, communication, and recovery efforts.

The role provides executive oversight for association incident response, problem management, operational readiness, change risk management, and service resiliency activities. The AVP partners closely with Technology, Information Security, Infrastructure, Engineering, Association Risk, and Business Operations leaders to drive operational excellence, strengthen resiliency, improve service reliability, and enhance the member and employee experience. As the leader of the Availability Command Center, this position drives association-wide operational discipline, ensuring the organization is prepared to detect, respond to, recover from, and learn from operational disruptions.

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:

* Lead the association Availability Command Center (ACC), providing centralized command and coordination for critical operational events, major incidents, and service disruptions.

* Establish operating models and performance standards that ensure effective service restoration and operational execution.

* Maintain 24x7 operational readiness capabilities to support critical business services.

* Serve as the senior escalation point for association-impacting incidents and operational events.

* Ensure monitoring and operational processes support high levels of service availability.

* Ensure executive, regulatory, and stakeholder communications are timely, accurate, and actionable during service-impacting events.

* Execute the association Major Incident Management program.

* Direct association response efforts during critical incidents, outages, cyber events, and business disruptions.

* Lead command-and-control activities across technology, business, vendor, and operational teams.

* Ensure rapid diagnosis, escalation, decision-making, and service restoration during high-severity events.

* Facilitate executive-level incident briefings and post-incident reviews.

* Drive continuous improvement of incident response processes, playbooks, and operational procedures.

* Develop and execute the association availability management strategy aligned with business objectives and risk appetite.

* Establish availability targets, operational controls, and service health management practices for critical business services.

* Monitor association-wide service performance and identify risks impacting service availability.

* Champion a business-service-centric approach to availability management.

* Establish and monitor key performance indicators (KPIs) and key risk indicators (KRIs) related to availability, incident performance, recovery effectiveness, resiliency, and operational health.

* Lead operational preparedness efforts for critical business services and technology platforms.

* Ensure recovery procedures, escalation models, support documentation, and response plans are maintained and routinely validated.

* Oversee operational readiness assessments, tabletop exercises, failover testing, and recovery simulations.

* Partner with business continuity and disaster recovery teams, as well as Technology and Engineering Leaders to strengthen association resiliency capabilities.

* Identify operational gaps and drive remediation activities to improve recovery effectiveness.

* Build, develop, and lead high-performing operational management and command center teams.

* 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.

* 10+ years of progressive experience in technology operations, service operations, incident…