Manager, Member Services

United Services Automobile Association (Usaa) San Antonio , TX 78245

Posted 3 months ago

Purpose of JobWe are currently seeking talented Manager, Member Services for our San Antonio, TX facility.

Manages a support Center of Excellence (COEs) within a CoSA, and may also directly manage the CoSA resources within an enterprise-owned COE. Responsible for ensuring appropriate tools are available for individual contributors to establish and sustain best in class performance.

Job Requirements

  • Ensures processes are clearly defined, provide value, and meet customer requirements.

  • Identifies and collaborates across the USAA enterprise to share best practices, utilize common tools and maximize resource productivity.

  • Develops and executes detailed improvement plans to achieve measurable process and productivity improvements.

  • Directs the work activity of individual contributors and performs related personnel management activities.

Minimum Requirements

  • Bachelor's Degree or 4 additional years (10 Total) of related experience beyond the minimum required may be substituted in lieu of a degree.

  • 6 or more years working with programs/projects, processes, analysis, or related function.

  • 2 or more years of direct supervisory experience or leading various projects of equivalent length and complexity.

  • Qualifications may warrant placement in a different job level.*

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.


  • Deep Bank business acumen with experience managing client experience metrics and customer loyalty, with a prioritized lens in member insights and telling a holistic story.

  • 2+ years Vendor Management experience.

  • Operate as a Data Analyst and Business Advisor.

  • Strong examples of partnership, managing and leading across channels.

  • Self-motivator and well organized in thoughts and actions.

  • Strength in leading and developing.

  • Intricate knowledge of metrics and members scores.

  • Vast knowledge of complaints and how they work.

  • Compliance and regulatory reporting.

  • Selected candidates will attend and complete the Management Development School program in San Antonio, TX, during their first six months in position.*

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

USAA also offers a variety of on-site services and conveniences to help you manage your work and personal life, including seven cafeterias, two company stores and three fitness centers.

Relocation assistance is available for this position.

For Internal Candidates:

Must complete 12 months in current position (from date of hire or date of placement), or must have manager's approval prior to posting.

Last day for internal candidates to apply to the opening is 09/10/18 by 11:59 pm CST time.

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Manager, Member Services

United Services Automobile Association (Usaa)