Digital/Technical Product Manager- Mid Level

About the position

The Digital/Technical Product Manager-Mid Level at USAA plays a crucial role in bridging the gap between business needs and technological solutions within the Contact Center Technologies team. This position focuses on enhancing employee and member satisfaction through innovative product strategies, particularly in contact center operations, workforce management, and call routing technologies. The role involves the discovery, delivery, and performance management of digital and technology products, ensuring they meet the needs of USAA and its members.

Responsibilities

• Leverage Digital or Technology research and data-driven insights to identify opportunities and propose solutions.
• Translate product opportunities into initiatives and drive execution strategy.
• Shepherd product opportunities from idea to market validation through collaboration with stakeholders.
• Create Business Case artifacts for scoping product opportunities.
• Utilize data-driven problem-solving techniques to report on product performance against KPIs and KRIs.
• Develop relationships with customers to understand current and future business needs.
• Prepare presentations to communicate complex concepts to diverse audiences.
• Research industry best practices to enhance product effectiveness.
• Maintain knowledge of Business, Technology, UX, and Product Management processes.
• Identify and manage risks associated with business activities.

Requirements

• Bachelor's degree or 4 years of related experience in lieu of a degree.
• 4 years of Digital/Technology Product Management experience, including Strategy/Planning, Innovation, User Experience, and Analytics.
• 1 year of Customer Contact Channel experience in Insurance or Financial services can substitute for 1 year of required experience.
• Demonstrated ability to develop and communicate business decisions effectively.
• Knowledge of Agile Methodology.

Nice-to-haves

• 2+ years of product management experience in technology supporting contact centers, focusing on workforce management and/or call routing.
• Hands-on experience with WFM tools like NICE Workforce Management and Genesys Decision tools.
• Strong understanding of contact center operations and technology.
• Proven ability to communicate with technical and non-technical stakeholders.
• Experience in portfolio and program management with an agile mindset.
• Knowledge of current and emerging technology trends in the contact center industry.

Benefits

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