Digital/Technical Product Manager Senior – Live Chat

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 Digital/Technical Product Manager Senior – Live Chat, you will lead the strategy, discovery, delivery, and optimization of innovative digital experiences that enhance how members engage with USAA through live chat and related communication channels. You will collaborate with cross-functional stakeholders to solve complex business and member challenges, define and execute product vision and roadmaps, and deliver multi-platform technology solutions that drive business outcomes, improve member experiences, and mitigate risk. Leveraging User-Centered Design and Design Thinking methodologies, you will optimize existing capabilities, bring new experiences to market, and use data-driven insights to influence investment decisions, product performance, and long-term product strategy.

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 USAA office locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.

Relocation assistance is not available for this position.

What You'll Do

• Drive the strategy, roadmap, and ongoing evolution of Live Chat capabilities, aligning product investments to member needs, business objectives, and enterprise priorities.
• Translate member, business, and operational opportunities into actionable product requirements, features, and experiences, leading initiatives from discovery through delivery and market validation.
• Partner with business, technology, user experience, operations, analytics, and other stakeholders to deliver innovative, scalable digital solutions.
• Leverage member feedback, market research, competitive intelligence, and industry trends to identify opportunities that improve member engagement and experience outcomes.
• Analyze product performance using KPIs, operational metrics, and data-driven insights to prioritize enhancements and optimize results.
• Develop business cases, success metrics, and value hypotheses to support investment decisions and product prioritization.
• Influence stakeholders and senior leaders through compelling communications, strategic recommendations, and executive-level presentations.
• Ensure 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 additional related experience beyond the minimum required may be substituted in lieu of a 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.
• Demonstrated 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 utilizing 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 those concepts to create and enhance digital experiences.

What Sets You Apart

• Experience leading digital product initiatives through 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 leveraging 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 enhancing 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 / domestic partner.

Compensation range: The salary range for this position is: $114,080.00 - $218,030.00.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.