AVP, Service Operations & Business Engagement

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, Service Operations & Business Engagement serves as the senior executive responsible for cultivating strategic partnerships between Production Management and assigned Lines of Business. This leader ensures Production Management capabilities, operational priorities, resiliency strategies, and service delivery practices align to business objectives, customer expectations, and enterprise risk requirements.

Through strong executive relationships, communication, and influence, this leader drives successful adoption of the Production Management operating model, improves stakeholder confidence, increases operational maturity, and strengthens business resiliency outcomes. The AVP is accountable for stakeholder engagement, Production Management operating model adoption, business satisfaction, operational transparency, service resiliency alignment, and continuous improvement across assigned Lines of Business.

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:

* Provide strategic leadership for Production Management engagement across multiple Lines of Business, ensuring operational strategy, service delivery capabilities, resiliency objectives, and customer experience goals align with business priorities.

* Influence enterprise and Line of Business leaders to establish operational priorities, investment strategies, and service support models that improve business outcomes and operational effectiveness.

* Act as a trusted advisor to executive stakeholders on service reliability, operational risk, technology resiliency, and Production Management performance.

* Partner with business and technology leaders to understand upcoming initiatives, strategic programs, product launches, and organizational changes that may impact Production Management support requirements.

* Serve as a strategic demand-management partner, ensuring Production Management capabilities evolve in alignment with business growth, technology modernization, and enterprise transformation initiatives.

* Translate business strategies into operational readiness requirements and service delivery capabilities.

* Accountable for successful adoption, execution, maturity, and continuous improvement of the Production Management operating model across assigned Lines of Business.

* Drive consistency in stakeholder engagement, service management, resiliency practices, issue management, and operational transparency.

* Identify adoption gaps and influence corrective actions that improve operational maturity across business and technology organizations.

* Establish and monitor key operational performance indicators including service availability, stakeholder satisfaction, resiliency metrics, incident reduction, and operational efficiency.

* Partner with line of business leaders to identify critical business service and ensure operational support strategies align with resiliency objectives.

* Promote readiness through engagement in resiliency planning, recovery exercises, service dependency management, and operational risk reviews.

* Serves as the executive communications lead for Production Management engagement activities with assigned business areas.

* Develop executive-level reporting and operational scorecards that provide actionable visibility into service health, incidents, operational risks, and improvement opportunities.

* Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

* 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 management, business relationship management, operational excellence, or related leadership disciplines.

* 6 years of people leadership experience in building, managing and/or developing high-performing teams required.

* Experience supporting highly regulated financial services or complex organizations.

* Demonstrated success influencing…