Director, Digital / Technical Product Manager - Investment Services Company (ISCO) Digital and Design Team

USAA Life Insurance Company; Texas; On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

USAA Life Insurance Company is seeking a Director, Digital/Technical Product Manager for the ISCO Digital and Design Team. This role owns and advances Investments Digital Platforms, leveraging AI-enabled solutions, IVR, and chat experiences to serve members and advisors across the full journey.

You will coach a team of Digital/Technical Product Managers, ensure regulatory compliance, and align with governance standards while delivering high-value digital experiences in a flexible, hybrid work

Qualifications

• Bachelor's degree or 12 years of related experience, in lieu of degree.
• 8 years Digital/Technology Product Management experience, including Strategy/Planning, Innovation, UX, and Process Engineering.
• Experience integrating AI solutions and governing digital platforms.

Responsibilities

• Lead and develop a Digital/Technology Product Management team to achieve product and experience goals.
• Oversee day-to-day activities and resource management for optimal delivery.
• Own end-to-end technology and digital product management for a portfolio or major market segment.
• Define product strategy and roadmaps for the portfolio and ensure alignment with stakeholders.
• Apply advanced PM expertise in digital and technology domains.
• Drive data-driven decisions and innovative solutions across channels to improve KPIs.
• Build best-in-class practices, tools, and processes to collect feedback and derive insights.
• Guide teams through ambiguity and coordinate with senior leaders and vendors.
• Collaborate with senior leaders, PMs, developers, designers, and other stakeholders for launches.
• Ensure compliance and risk controls per policy.

Skills

Digital product management

Strategy / planning

User experience

Leadership

Education

Bachelor's degree

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, Digital / Technical Product Manager - Investment Services Company (ISCO) Digital and Design Team, you will have accountability for owning and developing the Investments Digital Platforms experiences, leveraging both existing solutions and new AI solutions developed in partnership with the Association peer groups, while collaborating with cross-functional-journey teams along the entire end-to-end member journey. This DTPM Director will be accountable for developing and enhancing differentiating customer service experiences for automated chat responses, new IVR responses, voice-to-chat solutions and other platform experiences to address member questions for servicing digitally. This Director will analyze the voice of the customer, design responses to address the digital-member needs, ensure validity of responses and compliance of responses as we incorporate AI-based solutions, oversee the work prioritization by aligning across the member-journey teams from acquisition to servicing and nurturing, and then execute the solutions in partnership with USAA Association and IT teams.

This Director will also be coaching, developing and managing a selected team of Digital Technical Product Managers to deliver the best-in-class member-and-advisor experiences on digital platforms for investment services. The Director will be directly responsible for designing experiences that must adhere to Regulatory requirements while also addressing Digital and Design Governance standards and internal process-needs for both Members and Advisors. This ISCO Digital Director will also be the primary touchpoint for maintaining alignment with the

USAA Association Digital platforms teams for all digital scopes related to platform experiences across virtual assistant, IVA etc. to enable digital containment for servicing.

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 locations: Plano , TX (PREFERRED) or San Antonio, TX . Relocation assistance IS available for this position

What you'll do:

• Attracts, selects, and develops a Digital or Technology Product Management team in the attainment of product and experience goals and objectives.
• Manages day-to-day activities of the Digital or Technology product management team and/or actively manages resources to ensure optimal efficiency and effective delivery.
• Responsible for end-to-end technology and digital product management activities for a product portfolio, or product line or group, or a major market segment or ''vertical'' market.
• Sets new Digital or Technology product strategies and leads team to define product strategy for a product portfolio, product line or 'group and oversees the development, analysis, and alignment of product strategy and roadmaps.
• Applies product management expertise in state-of-the-art digital and technology domains.
• Improves the business outcomes of the team by injecting strategic and innovative thinking in digital and technology product and service solutions.
• Guides teams in implementing data-driven methodologies across multiple channels, including emerging technology and mobility, to optimize end user experiences to drive KPI/KRIs.
• Guides team in developing best-in-class practices, tools, and processes to collect data, member feedback, derive insights, and inform product decisions.
• Leads team to effectively manage ambiguity, and influence others to drive clarity, solutions, and execution plan among team and stakeholders.
• Collaborates with and influences senior leaders, Digital or Technology product managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches.
• 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. (Total of 12 years of relevant experience without bachelor's degree)
• 8 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineer