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About the Role

We are seeking a dedicated Digital Technical Product Manager Lead for Omni Enablement, D&S Contact Center Technology Solutions team, to lead the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. This role optimizes customer experiences by leading Salesforce CRM strategy, architecture, and roadmap planning, aligning priorities across multi-platform technology integrations, business process initiatives, and digital solutions.

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.
Lead Salesforce CRM strategy, architecture, and roadmap planning, governance, and operations.
Align priorities across multi-platform technology integrations, business process initiatives, and digital solutions.
Optimize and improve existing CRM experiences across delivery channels and platforms to drive KPIs and KRIs.
Employ User Centric Design Thinking methodologies to deliver world-class member experience and improve Insurance Professionals/Agent experiences.
Develop the Salesforce CRM, Omni-channel and AI Assist product strategy, vision, and goals.
Support and justify decision-making related to the balance of innovation types and investments for Digital and Technology products.
Ensure strategic alignment across the product and its stakeholders, suppliers, and customers.
Independently leverage Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
Lead team and stakeholders to envision, define, and translate Digital or Technology product and experience opportunities into initiatives and drive execution strategy.
Shepherd highly complex, highly integrated, and strategic Digital or Technology product and experience opportunities from idea to market validation.
Drive, quantify, and defend Digital and Technology product and experience investments through Business Case artifacts and hypotheses.
Continuously leverage expert data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.
Guide team to generate meaningful insights to uncover areas of opportunity for product and experience improvements.
Set the standard for preparing compelling presentations and other forms of communication to communicate complex concepts to a diverse audience.
Facilitate Digital or Technology product definition, concept and collaboration sessions.
Conduct internal and external research and situational analysis to identify and apply industry best practices and trends.
Actively manage ambiguity, influence others to bring in 'big picture' thinking and drive clarity, solutions, and execution plans.
Maintain and apply expert knowledge of the business, technology, UX, and relevant experiences and processes.
Provide guidance and mentoring to team members and act as an escalation point.
Ensure risks associated with business activities are effectively 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 Digital/Technology experience in 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 Digital/Technology experience in 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

Salesforce CRM strategy
Salesforce CRM architecture
Salesforce CRM roadmap planning
Salesforce CRM governance
Salesforce CRM operations
Multi-platform technology integrations
Business process initiatives
Digital solutions
User Centric Design Thinking
Omni-channel
AI Assist
Product Management
Salesforce architecture
Salesforce data models
Salesforce security models
Salesforce permissions
Salesforce environment strategy
Salesforce release management
Salesforce integration patterns
Enterprise SaaS platforms
APIs
Identity models
Data governance
Reusable AI platforms/services
Legacy platform modernization
Legacy process modernization
Legacy integration modernization

Location

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

Work Type

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

Experience Level

Lead

Education Level

Bachelor's degree or equivalent experience

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 highly competitive products, exceptional service and trusted advice.
USAA seeks to be the #1 choice for the military community and their families.
USAA's core values are honesty, integrity, loyalty and service.
USAA is proud to support active-duty military spouses.

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.