**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. **The Opportunity** As a dedicated and dynamic Digital/Technical Product Manager Senior, you will join our Contact Center Technologies team. This role will bridge the gap between our business needs and technological solutions, focusing on enhancing both employee and member satisfaction through innovative product strategies. The ideal candidate will have a strong background in contact center operations, specifically in quality management and/or coaching. 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, or Phoenix, AZ. 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:** + 2+ years of product management experience working with technology supporting contact centers, specifically focusing on quality management and/or coaching. + Hands-on experience with quality assurance and coaching tools such as Gridspace and NICE Performance Management. + Strong understanding of contact center operations and technology, with a business-oriented mindset. + Proven ability to communicate effectively with both technical and non-technical stakeholders. + Experience in portfolio and program management, with an agile mindset. + Knowledge of current and emerging technology trends in the contact center industry. + Ability to analyze complex business problems and build comprehensive business cases for product initiatives. **Compensation range:** The salary range for this position is: $114,080-$218,030. **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. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors. 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. **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, 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.