Digital/Technical Product Manager Lead(Claims, IVR/Text messaging)

$138,230 - $264,200/Yr

USAA - San Antonio, TX

Full-time - Mid Level

Remote - San Antonio, TX

Credit Intermediation and Related Activities

About the position

The Digital/Technical Product Manager Lead at USAA plays a crucial role in supporting the digital claims texting and contact center strategy. This position requires collaboration with various technology and business teams to enhance the customer experience through innovative digital solutions. The ideal candidate will leverage their claims expertise to drive business value and optimize existing products, ensuring alignment with the company's mission to facilitate the financial security of military members and their families.

Responsibilities

• Leverage Digital or Technology research and data-driven insights to identify opportunities and propose solutions.
• Lead team and stakeholders to define and translate product opportunities into initiatives and execution strategies.
• Manage complex Digital or Technology product opportunities from idea to market validation through collaboration with stakeholders.
• Drive investments in Digital and Technology products through Business Case artifacts and communicate value propositions.
• Analyze product performance against KPIs/KRIs and share best practices with team members.
• Guide team to generate insights for product improvements and ensure implementation of applicable changes.
• Prepare compelling presentations to communicate complex concepts to diverse audiences, including senior leadership.
• Conduct research and situational analysis to apply industry best practices to Digital or Technology products.
• Manage ambiguity and drive clarity and execution plans among team and stakeholders.
• Provide guidance and mentoring to team members and act as an escalation point for issue resolution.
• Identify, measure, monitor, and control risks associated with business activities in accordance with policies.

Requirements

• Bachelor's degree OR 4 years of related experience may be substituted in lieu of degree.
• 8 years of Digital/Technology Product Management experience, including Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an Advanced degree and 6 years of relevant experience.
• Comprehensive knowledge of Technology/Digital products and emerging technology platforms.
• Proven track record in developing, influencing, and communicating complex business or technology concepts.

Nice-to-haves

• Expert understanding of digital contact center capabilities and text messaging.
• Experience transforming telephony and contact center through digital enhancements, preferably in P&C Claims.
• Claims Experience with Guidewire ClaimCenter.
• Experience in establishing and driving digital priorities in a matrixed environment.
• Proven experience delivering complex, integrated products across matrixed teams.

Benefits

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