USAA · 2 days ago
Executive Director - General Manager/Site Leader - Phoenix, AZ
Phoenix, AZ
Full-time
Hybrid
Senior Level, Lead/Staff
$148K/yr - $266K/yr
10+ years expUSAA is committed to empowering its members to achieve financial security. The General Manager/Site Leader is responsible for ensuring consistent experiences for employees and leaders across the USAA Phoenix campus, overseeing site operations, and fostering community relationships.
BankingFinancial ServicesInsuranceVenture Capital
No H1B
Responsibilities
Acts as the key liaison for the Phoenix site, facilitating communication between site operations and senior leadership. This involves proactively reporting on site performance relative to strategic objectives, highlighting critical issues with recommended solutions, and celebrating achievements to ensure cohesive strategy and effective decision-making
Acts as USAA's brand ambassador at the Phoenix site, actively engaging at member and employee events, and cultivating strategic relationships with key community stakeholders to enhance USAA's reputation and fostering goodwill within the local area
Provides strategic direction and oversight to all Phoenix site support functions (e.g., facilities, security, IT support), ensuring the delivery of exceptional service and proactive issue resolution to maintain a safe, productive, and well-maintained work environment. Establishes and monitors service level agreements (SLAs) with these support functions
Leads the development, implementation, and maintenance of comprehensive Phoenix site Business Continuity (BC) plans, conducting regular risk assessments and simulations to ensure operational resilience and minimize disruption during emergencies and unforeseen events. Partners with corporate security and IT to ensure alignment with enterprise-wide BC standards. USAA emphasizes robust business continuity planning to ensure operational resilience
Manages and oversees the Phoenix site's corporate contribution budget, ensuring responsible allocation of resources and adherence to budgetary guidelines. Tracks expenditures, analyzes budget variances, and provides regular financial reports to senior leadership
Empowers Phoenix site leadership and teams to operate with autonomy while ensuring adherence to USAA's strategic objectives and established directives. Fosters a culture of accountability and ownership while providing necessary guidance and support
Drives Phoenix site performance by rigorously monitoring and analyzing key performance indicators (KPIs). Identifies areas for improvement, implements data-driven solutions, and fosters a culture of continuous improvement through the proactive sharing of best practices and lessons learned within the site
Oversees the successful execution and integration of association-wide projects within the Phoenix region/site, ensuring on-time and within-budget delivery while minimizing disruption to ongoing operations. Collaborates with project managers to mitigate risks and ensure stakeholder alignment
Builds and oversees the Phoenix site's team of professionals through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities
Ensures risks associated with business activities at the Phoenix site are effectively identified, measured, monitored, and controlled in accordance with USAA's enterprise-wide risk and compliance policies and procedures. USAA places a significant emphasis on robust risk and compliance management across all its operations
Qualification
Required
Bachelor's degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree
10+ years of experience as a Site Leader or GM overseeing a large workforce of approximately 1,000+ employees and contractors at a major site, preferably in Phoenix
Proven collaborative communication skills and ability to influence decisions at senior levels within USAA's complex organizational structure, specifically as applied to the Phoenix site
Proven capability to communicate effectively across all levels of the Phoenix site, from junior representatives to executive management, both within the site and across the broader organization
Preferred
As a resident of Phoenix for over 10 years, possesses extensive local knowledge and established deep connections with key officials, providing a strategic advantage for community engagement and government relations
Proven deep connections with key Phoenix officials and local military organizations and leadership, leveraging a 10+ year residency in the area
Strong understanding of the unique needs and challenges of the military community in the Phoenix area, and a passion for advocating on their behalf within local government and community relations
Experience collaborating with key Phoenix resources, local government officials, and partners, influencing local political decisions and strategy, and supervising work to achieve strategic goals for the site
Executive-level business acumen in government relations, policy development, and strategic alliances, specifically as they impact the Phoenix site's operations and community engagement
Validated ability to work with local Phoenix government officials, including senior administration officials, members of the Arizona State Legislature, and state agency officials relevant to the site's operations
Consistent track record of working with and earning the trust and confidence of high-profile local government leaders in the Phoenix area, serving as a trusted advisor/counselor on matters pertinent to the site
Strong understanding of the unique needs and challenges of the military community in the Phoenix area, and a passion for advocating on their behalf in community and government relations
Seek out opportunities for expansion and growth within the Phoenix market by developing new business relationships and partnerships for USAA
Adhere to USAA standards for excellence, quality, and customer satisfaction at the Phoenix site
Recommend measures to improve operational practices and the quality of customer care within the Phoenix site
Analyze and report on sales and operational activities at the Phoenix site to meet objectives and profitability goals
Cultivate a positive, inclusive, and safety-centric work environment at the Phoenix site, characterized by mutual respect, open communication, and collaboration
Undertake any additional duties and responsibilities as assigned at the Phoenix site, demonstrating adaptability and versatility in addressing evolving organizational needs and priorities
Perform other duties as assigned to support the success of the Phoenix site and USAA
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
Company
USAA
USAA is a financial services company.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Julie McPeak
SVP, General Counsel Insurance
Waqas Durrani
Senior Vice President, General Counsel - Enterprise Shared Services
Recent News
24-7 Press Release Newswire
2026-01-11
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