USAA seeks to empower its members to achieve financial security and be the number 1 choice for the military community and their families. This role will develop strategy and deliver impactful solutions for members and contact center agents by optimizing the customer experience with market offerings and improving existing products and experiences across all channels and platforms.
Requirements
- 4 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing.
- Knowledge of Agile Methodology.
- Experience working with diverse contact center technologies, including IVR, call routing, ACD, WFM, QA, Coaching solutions, and call recording systems.
- Experience leading development and integration efforts within contact center ecosystems, employing SDLC, DevOps, and SRE methodologies to ensure high-quality and reliable solutions.
- Adept at troubleshooting and resolving technical problems impacting contact center operations.
- Proven ability to analyze complex business challenges within the contact center, develop data-driven business cases for impactful product initiatives, and participate in vendor selection processes, including RFI/RFP creation.
- Knowledgeable in data privacy and security protocols relevant to contact recordings and other sensitive customer data.
Responsibilities
- Performs the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members.
- Designs and drives implementation of multi-platform technology and digital solutions.
- Optimizes and improves existing products and experiences across all channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).
- Employs Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.
- Independently employs Digital or Technology research, business and market intelligence, and data-driven insights to find opportunities, propose solutions, create and maintain roadmaps, and improve performance.
- Assists with translating 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, features) and drives development of execution strategy.
- Shepherds Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant partners and SMEs (Business, UX, Technology, Ops, Marketing, etc.)
Other
- Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members.
- 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, Phoenix; AZ, Plano; TX or Colorado Springs; CO.
- Relocation assistance is not available for this position.
- Exceptional communication and interpersonal skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
