Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a Senior Technical Product Manager - Billing & Payments, this candidate will have end to end ownership of one or more complex Billing & Payment products. They will be responsible for monitoring product performance across channels and identifying opportunities to enhance member experiences by identifying gaps, inconsistencies, & defects. The ideal candidate is highly collaborative and comfortable working with stakeholders (LOB Leaders, Contact Center, Technology, UX, Analytics, Risk, Legal & Compliance) across the organization to develop robust strategies and business cases for the implementation cutting edge solutions at parity with industry offerings.

Facilitates the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers’ (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market. Develops the product strategy, vision, and goals and justifies decision-making related to the balance and mix of innovation types and investments.

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:

• Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.

• Translates Digital or Technology product and experience opportunities (customer “needs” and “wants” as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, epics, features) and drives execution strategy.

• Shepherds complex Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).

• Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts.

• Continuously leverages advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.

• Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.

• Leads cross-functional product teams and relationships to discover and build new Digital or Technology products, experiences, and features by collaborating with stakeholders and organizational leaders to coordinate product development efforts aligned with strategic priorities.

• Prepares compelling presentations, and other forms of communication standards and templates, to present and communicate complex concepts to a diverse audience, including senior leadership.

• Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.

• Begins to bring in “big picture” thinking and seeks to drive clarity among team and stakeholders.

• Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.

• Serves as a resource to team members and assists with on-boarding new employees.

• 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 6 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.

• Proven ability to effectively develop, influence, present and communicate complex concepts to cross-functional teams, non-technical users, and leadership.

• Demonstrated ability to work in an Agile, Lean Product Development and Lean Portfolio Management environment.

• Knowledge of digital and technology strategy and delivery as it relates to roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.

• Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.

What sets you apart:

• Proficient at Adobe Analytic.

• Proficient at using Glassbox for member journey/experience analysis.

• Proficient at identifying member pain points across channels (Web, Mobile Web, Native, Contact Center, IVR, Chat) and developing strategies/digital solutions to mitigate them.

• Proficient at building business cases to enhance member satisfaction and tracking & validating performance.

• Proficient at developing business requirements and interacting directly with development teams.

• 3+ years’ experience with UI design (preferably in Reveille) for Web and Native (iOS & Android).

• 3+ years demonstrated prior experience with Billing & Payment Products.

• Experience with migration of Digital Platforms.

• Strong analytical and project management skills.

• Knowledge of Property & Casualty products and services.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

What we offer:

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $109,130 - $208,580 .

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static_assets/Media/enterprise_hr_cpra_notice_at_collection.pdf) here.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.