Digital/Technical Product Manager Lead

$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 involves collaborating with various technology and business teams to enhance customer experiences through innovative digital solutions. The lead will be responsible for the discovery, delivery, and performance of digital products, ensuring alignment with strategic goals and optimizing existing offerings to drive key performance indicators.

Responsibilities

• Leverage Digital or Technology research and data-driven insights to identify opportunities and improve performance.
• Lead team and stakeholders to define and translate product opportunities into initiatives and execution strategies.
• Manage complex product opportunities from ideation to market validation through collaboration with stakeholders and SMEs.
• Drive investments in Digital and Technology products through Business Case artifacts, communicating value propositions effectively.
• Utilize data-driven problem-solving techniques to report on product performance against KPIs/KRIs.
• Guide the team in generating insights to inform 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 enhance product effectiveness.
• Manage ambiguity and influence others to drive clarity and execution plans among teams and stakeholders.
• Provide guidance and mentoring to team members, acting as an escalation point for issue resolution.
• Identify, measure, monitor, and control risks associated with business activities in accordance with compliance 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 experience in 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, applications, data analysis, and research techniques.
• Proven ability to develop, influence, present, and communicate complex business, digital, or technology concepts to cross-functional teams and senior leadership.

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 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 and 16 paid volunteer hours
• Various wellness programs
• Career path planning and continuing education support