Digital/Technical Product Manager I

USAA is seeking a Digital/Technical Product Manager I to lead discovery, delivery, and performance for digital and technology products within Customer Identity and Access Management (IAM). This onsite role supports multi-platform implementation for USAA members, with a focus on improving outcomes using KPIs and KRIs, along with Human-Centered Design and Design Thinking across partners.

Role focus

• Perform discovery, delivery, and performance of digital/technology products and experiences for USAA and its members.
• Collaborate with technology, architecture, experience, information security, fraud, and product teams to address complex problems and optimize internal and external customer experience.
• Design and drive implementation of multi-platform digital and technology solutions.
• Optimize and improve existing products and experiences across channels and platforms to improve Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).
• Use Human-Centered Design and Design Thinking to bring digital and technology-driven products to market.

Responsibilities

• Independently apply digital/technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.
• Translate customer needs and wants, along with other inputs, into problems and gaps, then convert them into initiatives such as requirements and features and drive an execution strategy.
• Guide product and experience opportunities from idea through market validation by partnering with stakeholders and SMEs across Business, UX, Technology, Ops, Marketing, and more.
• Create business case artifacts and hypotheses to scope digital/technology product and experience opportunities.
• Use data-driven problem-solving and analytical rigor to understand and report product and experience performance against KPIs and KRIs.
• Generate insights using tools and resources to identify opportunities for product and experience improvements.
• Develop customer relationships (business partners, members, stakeholders) to understand current and future business needs.
• Prepare clear presentations and communication materials to share complex concepts with diverse audiences.
• Research and identify industry best practices and trends to increase the effectiveness of digital/technology products.
• Maintain and apply growing knowledge of business, technology, UX, and relevant experiences and processes, along with an academic understanding of product management.
• Ensure risks related to business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor’s degree; or 4 years of relevant education and/or experience.
• 4 years of digital/technology product management experience, including digital/technology work in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and Research/Testing.
• 1 year of Customer Contact Channel experience within the Insurance or Financial services industry (this counts toward the minimum experience requirement).
• Demonstrated ability to develop, present, influence, and communicate business decisions effectively.
• Knowledge of Agile Methodology.

What sets you apart

• Experience maintaining or managing authentication, credential, identity verification, or recovery experiences for call centers, websites, and mobile apps, including performance and usability assessment while meeting security protections.
• Familiarity with authentication and identity management industry best practices, emerging trends, and regulatory considerations.
• Experience managing models supporting authentication and identity management or fraud impacts.
• Familiarity with fraud prevention, security requirements, data and analytics, and solution scalability challenges.
• Experience managing the full lifecycle of digital products from identifying the problem and creating the experience to deploying and iterating in production.
• Ability to rapidly assess and resolve complex problems.
• Ability to bridge technical teams (engineers, data scientists) and non-technical stakeholders (business, marketing, compliance, executives).
• Current or prior operational experience in Security Specialist (MSAS), Authentication Consult, Profile Recovery, Complaints, Fraud Operations.
• US military experience through military service, or experience gained as a military spouse/domestic partner.

Compensation and work environment

• Salary range: $103,450 - $197,730 per year (actual salary may vary by location).
• Pay incentives may be available based on overall corporate and individual performance, at the discretion of the USAA Board of Directors.
• Flexible work environment requiring onsite presence 4 days per week.
• Position locations: San Antonio, TX; Plano, TX; Phoenix, AZ; Colorado Springs, CO; Charlotte, NC; or Tampa, FL.
• Relocation assistance is not available for this position.

Benefits

• Comprehensive medical, dental, and vision plans
• 401(k)
• 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

Additional information

• USAA does not provide visa sponsorship for this role. Do not apply if you will need immigration support (including H-1B, TN, STEM OPT Training Plans, etc.).
• Applications are accepted on an ongoing basis; the posting remains open until the position is filled.
• Candidates are encouraged to apply the same day they view the posting.