USAA · 12 hours ago

Digital/Technical Product Manager Lead(Claims, IVR/Text messaging)

San Antonio, TX

Full-time

Remote

Senior Level, Lead/Staff

$138K/yr - $264K/yr

8+ years exp

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Responsibilities

Independently leverages Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.

Leads team and stakeholders to envision, define, and translate Digital or Technology product and experience opportunities (customer “needs” and “wants” as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, epics, features) and drives execution strategy.

Shepherds highly complex, highly integrated, and strategic Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).

Drives, quantifies, and defends Digital and Technology product and experience investments through Business Case artifacts and hypotheses, communicating the value proposition of Digital or Technology products and experiences.

Continuously leverages expert data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs; shares best practices with team members.

Guides team to generate meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements; follows through to ensure applicable improvements are implemented.

Sets the standard for preparing compelling presentations, and other forms of communication to communicate complex concepts to a diverse audience, including senior leadership, and facilitates Digital or Technology product definition, concept and collaboration sessions to coordinate discovery, development, delivery, and validation activities, as well as to mitigate risks and dependencies.

Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.

Actively manages ambiguity, influences others to bring in “big picture” thinking and drives clarity, solutions, and execution plan among team and stakeholders.

Maintains and applies expert knowledge of the business, technology, UX, and relevant experiences and processes and an expert understanding of Product Management.

Consistently provides guidance and mentoring to team members and acts as an escalation point and ensures issues are resolved.

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Qualification

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Digital Product ManagementUser ExperienceData AnalysisClaims ExperienceTelephony EnhancementsStrategic PlanningProcess EngineeringResearch TechniquesGuidewire ClaimCenterDigital Contact Center

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.

8 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an Advanced degree and 6 years of Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.

Comprehensive knowledge of Technology/Digital products and emerging technology platforms, applications data analysis and research techniques and standards.

Proven track record to effectively develop, influence, present and communicate highly complex business, digital, or technology concepts to cross-functional teams, non-technical users and senior leadership.

Preferred

Expert understanding of digital contact center capabilities, text messaging, and the dynamic environment of an IVR.

Experience transforming telephony and contact center through digital and technology enhancements (preferably P&C Claims) resulting in tangible business results.

Claims Experience with Guidewire ClaimCenter.

Experience with establishing and driving digital priorities while also partnering with peers in a highly matrixed environment.

Proven experience to deliver complex, integrated products or capabilities across matrixed teams at speed.

Able to demonstrate experience preparing compelling presentations, and other forms of communication to communicate complex concepts to a diverse audience, including senior executives.