Digital/Technical Product Manager Senior – Live Chat

USAA is seeking a senior Digital/Technical Product Manager to lead the strategy, discovery, delivery, and ongoing optimization of digital live chat experiences for USAA members. The role partners closely across product, technology, design, operations, and analytics to define a product vision and roadmap, deliver scalable solutions across platforms, and drive improvements using measurable, data-driven insights.

Role Overview

The Senior Digital/Technical Product Manager will guide the evolution of Live Chat capabilities by aligning product investments with member needs, business objectives, and enterprise priorities. This position emphasizes end-to-end initiative delivery from discovery through market validation, along with ongoing performance optimization using defined KPIs and operational metrics.

Responsibilities

• Set and evolve the strategy and roadmap for Live Chat capabilities, ensuring investment decisions reflect member needs, business objectives, and enterprise priorities.
• Convert member, business, and operational opportunities into actionable product requirements, features, and experiences, leading initiatives from discovery through delivery and market validation.
• Collaborate with business, technology, user experience, operations, analytics, and other stakeholders to deliver innovative and scalable digital solutions.
• Use member feedback, market research, competitive intelligence, and industry trends to identify opportunities that improve member engagement and experience outcomes.
• Evaluate product performance through KPIs, operational metrics, and data-driven insights to prioritize enhancements and optimize results.
• Create business cases, success metrics, and value hypotheses to support investment decisions and product prioritization.
• Influence stakeholders and senior leaders using clear communications, strategic recommendations, and executive-level presentations.
• Identify, measure, monitor, and control risks related to business activities in line with risk and compliance policies and procedures.

Requirements

• Bachelor’s degree; alternatively, 4 years of additional related experience beyond the minimum required may substitute for the degree.
• 6 years of experience in digital and/or technology product management, including experience in product strategy, planning, innovation, user experience, process improvement, analytics, and/or research and testing.
• Proven ability to develop, influence, present, and communicate complex concepts and recommendations to cross-functional teams, non-technical audiences, and senior leaders.
• Experience working in Agile environments, applying Lean Product Development and Lean Portfolio Management principles.
• Knowledge of digital and technology product strategy, roadmap development, customer journey mapping, competitive analysis, and market research methodologies.
• Knowledge of Experience Design, User-Centered Design, and Human-Centered Design principles, with the ability to apply them to create and enhance digital experiences.

Technologies

• SQL
• Elastic
• Grafana

Location

This role is onsite in one of the following USAA office locations:

• San Antonio, TX
• Plano, TX
• Phoenix, AZ
• Colorado Springs, CO
• Charlotte, NC
• Tampa, FL

Compensation

Compensation range: USD 114,080 - 218,030 per year.

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
• Pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors

Additional Position Details

• USAA does not provide visa sponsorship for this role. Do not apply if you will need immigration support now or in the future (for example, H-1B, TN, STEM OPT Training Plans).
• Applications are accepted on an ongoing basis and the posting will remain open until the position is filled. Interested candidates are encouraged to apply the same day they view this posting.

What Sets You Apart

• Experience leading digital product initiatives across the full product lifecycle from discovery and planning through delivery, implementation, and end-user adoption.
• Understanding of contact center platforms, supporting applications, and business tools used to enable and optimize contact center operations.
• Technical knowledge of contact center technologies and experience partnering with vendors to integrate solutions across digital and contact center ecosystems.
• Experience using data and analytics tools such as SQL, Elastic, and Grafana to gather insights from data warehouses, system logs, and other sources to inform product decisions and address business needs.
• Passion for improving both member and agent experiences, serving as an advocate for their needs while driving satisfaction, efficiency, and continuous improvement.
• US military experience gained through military service, or gained as a military spouse or domestic partner.