Purpose of Job
For related project experience to be considered outside of a Program/Project Management title, please include a project list of all program/project management experience. The project list should include: project summary, role, project timeframe, and percentage of time dedicated to the project (i.e. March 2018 - May 2019, 50% of time). Failure to provide this documentation may result in disqualification.
The Product/Program Manager will join the USAA Federal Savings Bank (FSB) Omnichannel Sales & Service Strategy Team. This role will support the multi-year transformation journey to simplify, standardize, and automate core member service representative (MSR) technologies across all Omnichannel contact centers.
Leads and motivates cross-functional team members in the development and implementation of key initiatives. Performs complex and unique work assignments and problem resolution. Initiates and proactively manages the development of new or developing program. Shapes and supports program planning activities around a wide range of technology, business and management challenges.
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.
In each of the past five years, we've been a top-40 Fortune 100 Best Companies to Work For, and we've ranked among Victory Media's Top 10 Military Friendly Employers 13 years straight. We embrace a robust veteran workforce and encourage veterans and veteran spouses to apply.
Identifies potential new program opportunities to deliver integrated solutions that meet multiple business partner needs.
Directs analyses, root cause identification and development and recommendation of key work products.
Applies expert knowledge of the business, its products and processes to assess program risks and rewards across multiple technologies and business goals.
Negotiates agreements, settles disputes equitably and diffuses high tension situations.
Defines and maintains multiple program strategies based on business demand and ROI expectations.
Negotiates portfolio tradeoffs with IT and the business as the portfolio develops to ensure alignment of demand to capacity.
Holds responsibility for developing multi-year business plan to deliver business capabilities and define execution approach to achieve business goal while reducing risk and delivering early business value where ever possible.
Facilitates meetings with senior executive management project sponsors to define solutions.
Mentors Program Managers in developing business strategies, identifying benefits and defining alternatives across departmental programs and across USAA programs.
Bachelor's Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree. (12 years total)
8 or more year's project and/or program management experience (including experience defining a new program) or relevant business experience.
Expert level of experience in Principles of Project/Program or Portfolio Management.
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 able to change your responses.
Extensive experience as a Product Manager leading the development of technology solution strategies and managing implementation across the entire Solution Development Life Cycle (SDLC)
Extensive experience leading large-scale technology transformations within the Banking industry
Deep knowledge of and experience with implementing industry leading contact center and case management technologies, ideally the Pega Business Process Management (BPM) and Customer Service platforms
Experience leveraging Human Centered Design (HCD) approaches to understand end user experiences, identify pain points/gaps, and develop technology solutions to solve gaps
Significant experience collaborating and communicating (written & verbal) with business partners and executive stakeholders, with demonstrated ability to influence high-impact decisions.
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 package 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.
Relocation assistance is not 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 8/13/20 by 11:59 pm CST time.
United Services Automobile Association (Usaa)