Director, Business Process Ownership - Member Communications

USAA Life Insurance Company; San Antonio (TX); Hybrid; USD 127,000 - 243,000; Full time

Benefits offered by this job

Flexible in-office schedule

Job summary

USAA invites a Director, Business Process Owner to oversee the Member Communications Air Traffic Control capability, coordinating processes, technology, business rules, priorities, and enterprise partnerships to prevent competing or overlapping member messages.

You will build and guide a team, monitor performance through KPIs, and drive continuous process improvement while partnering with enterprise teams to prioritize backlogs, develop business cases, and ensure timely delivery.

Qualifications

• Bachelor's degree or 4 years of relevant education/experience.
• 8 years of business process execution/knowledge/experience.
• 3 years of direct team leadership or management experience.
• Experience leading programs/projects and process owner efforts.
• Experience applying process management in a regulated environment.
• Knowledge of operational risk management practices.
• Strong Lean/continuous improvement background.
• Ability to develop and assess performance metrics.
• Understanding of technology enabling end-to-end processes.

Responsibilities

• Leads the development and operation of the Member Communications Air Traffic Control capability, coordinating processes, technology, business rules, priorities, and enterprise partnerships.
• Responsible for leading a team focused on process ownership and improving business results by identifying process gaps and opportunities, recommending solutions, and developing and monitoring key process performance indicators.
• Aligns with enterprise partners to define and prioritize the backlog, develop business cases, compete for funding, and ensure execution against business deliverables.
• Defines, develops, and evaluates performance metrics and uses reporting, data, and analytics to measure process and project performance and inform key stakeholders.
• Ensures risk mitigation is a top priority by identifying and resolving risk opportunities and influencing business processes and controls.
• Uses project execution methodologies such as Agile, Six Sigma, Lean, and Waterfall to collaborate with stakeholders and improve or design controlled processes.
• Identifies business process risks and ensures appropriate controls are captured, documented, sustained, and mitigated.
• Builds and oversees a team through recruiting, development, retention, coaching, performance management, and other managerial activities.
• Stays current with emerging technologies and leads continuous process improvement efforts.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Skills

Leadership

Strategic thinking

Communication

Problem solving

Education

Bachelor's degree or 4 years education/experience

Job description

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active‑duty military spouses. USAA roles may offer remote or hybrid flexibility for active‑duty military spouses consistent with applicable policy and business needs.

The Opportunity

As a dedicated Director, Business Process Owner, you will serve as the Director of Air Traffic Control for the association's Member Communications team. You will provide end-to-end coordination across member communications, helping establish how, why, when, and to whom communications are delivered to prevent competing or overlapping member messages. You will oversee the development of technology capabilities and associated processes, business rules, and partnerships across the association.

We offer a flexible work environment that requires an individual to be in the office 4 days per week.

This position can be based in one of the following USAA office locations: San Antonio, TX, Charlotte, NC, Plano, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL.

Relocation assistance is not available for this position.

What You'll Do

• Leads the development and operation of the Member Communications Air Traffic Control capability, coordinating processes, technology, business rules, priorities, and enterprise partnerships.
• Responsible for leading a team focused on process ownership and improving business results by identifying process gaps and opportunities, recommending solutions, and developing and monitoring key process performance indicators.
• Aligns with enterprise partners to define and prioritize the backlog, develop business cases, compete for funding, and ensure execution against business deliverables.
• Defines, develops, and evaluates performance metrics and uses reporting, data, and analytics to measure process and project performance and inform key stakeholders.
• Ensures risk mitigation is a top priority by identifying and resolving risk opportunities and influencing business processes and controls.
• Uses project execution methodologies such as Agile, Six Sigma, Lean, and Waterfall to collaborate with stakeholders and improve or design controlled processes.
• Identifies business process risks and ensures appropriate controls are captured, documented, sustained, and mitigated.
• Builds and oversees a team through recruiting, development, retention, coaching, performance management, and other managerial activities.
• Stays current with emerging technologies and leads continuous process improvement efforts.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What You Have

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 8 years of business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• 3 years of direct team lead, supervisory, or management experience.
• Experience leading and/or participating in programs/projects and business process owner/consultant efforts in a dynamic environment.
• Extensive experience applying process management methodologies, standards, and policies within a regulated environment.
• Knowledge of operational risk management practices.
• Demonstrated organizational agility and ability to develop partnerships across a complex business landscape while utilizing Lean and continuous improvement methodologies.
• Experience developing and assessing performance metrics to ensure efficient and effective processes.
• Strong understanding of technology capabilities and how they enable and integrate with end-to-end business processes.

What Sets You Apart

• Experience designing and operationalizing a key business process from the ground up.
• Experience launching and modernizing technology platforms.
• Experience with financial business case planning, including defining benefits and deliverables.

Compensation

Compensation range: The salary range for this position is: $127,310.00 to $243,340.00.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USA