Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

USAA is seeking a dedicated Digital Technical Product Manager Lead for Omni Enablement, D&S Contact Center Technology Solutions. This role involves leading the discovery, delivery, and performance of digital and technology products and their experiences, optimizing customer interactions, and driving key performance indicators through user-centered design and strategic product vision.

Responsibilities

• Lead the discovery, delivery, and performance of digital and technology products and their experiences.
• Collaborate with internal stakeholders and partners to optimize customer experience and design technology solutions.
• Optimize and improve existing products and experiences across delivery channels and platforms.
• Drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).
• Employ User Centered Design and Design Thinking methodologies.
• Develop product strategy, vision, and goals for complex digital and technology products.
• Ensure strategic alignment across the product and its stakeholders, suppliers, and customers.
• Leverage research, business intelligence, and data-driven insights to identify opportunities and create roadmaps.
• Envision, define, and translate product opportunities into initiatives and drive execution strategy.
• Shepherd complex digital or technology product opportunities from idea to market validation.
• Drive and defend digital and technology product investments through Business Case artifacts.
• Understand and report on product performance against KPIs/KRIs using data-driven problem-solving techniques.
• Guide team to uncover opportunities for product and experience improvements.
• Prepare compelling presentations to communicate complex concepts to diverse audiences.
• Facilitate product definition, concept, and collaboration sessions.
• Conduct internal and external research to identify and apply industry best practices.
• Manage ambiguity, influence 'big picture' thinking, and drive clarity and execution plans.
• Maintain and apply expert knowledge of business, technology, UX, and Product Management.
• Provide guidance and mentoring to team members and act as an escalation point.
• Ensure risks associated with business activities are identified, measured, monitored, and controlled.

Requirements

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 8 years Digital/Technology Product Management experience, to include Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
• OR an Advanced degree and 6 years of Digital/Technology Product Management experience, to include Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
• Comprehensive knowledge of Technology/Digital products and emerging technology platforms, applications data analysis and research techniques and standards.
• Proven track record to effectively develop, influence, present and communicate highly complex business, digital, or technology concepts to cross-functional teams, non-technical users and senior leadership.
• USAA does not provide visa sponsorship for this role.

Skills

• Digital/Technology Product Management
• Strategy/Planning
• Innovation
• User Experience
• Process Engineering
• Analytics
• Research/Testing
• Omni-Channels
• CRM
• Contact center technologies
• AI platforms/services
• Large-scale platform engineering
• Distributed systems
• ML engineering/LLMOps
• Governance, risk, and control environments

Location

• San Antonio, TX
• Plano, TX
• Phoenix, AZ
• Colorado Springs, CO
• Chesapeake, VA
• Tampa, FL

Work Type

• Hybrid (4 days in office per week)
• Remote (for active-duty military spouses, consistent with policy and business needs)

Experience Level

• 8 years Digital/Technology Product Management experience
• 6 years Digital/Technology Product Management experience (with advanced degree)

Education Level

• Bachelor's degree
• Advanced degree

Salary/Compensations

• $143,320-$273,930

Benefits

• Comprehensive medical, dental and vision plans
• 401(k)
• Pension
• Life insurance
• Parental benefits
• Adoption assistance
• Paid time off program with paid holidays
• 16 paid volunteer hours
• Various wellness programs
• Career path planning
• Continuing education

About the Company

• USAA's mission is to empower members to achieve financial security through competitive products, exceptional service, and trusted advice.
• USAA aims to be the #1 choice for the military community and their families.
• USAA's core values are honesty, integrity, loyalty, and service.
• USAA supports active-duty military spouses with potential remote or hybrid flexibility.

Equal Opportunity

• 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.