Hybrid AVP, Membership Rules and Entitlement

at USAA

• Job title: AVP, Membership Rules and Entitlement
• Job type: Full Time
• Experience level: Lead
• Salary: $169,880 - $305,780 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Antonio, United States

About the role

• AVP responsible for USAA’s membership rules, eligibility, and entitlement standards. Overseeing strategic initiatives that ensure fairness, regulatory compliance, and operational excellence in membership governance.

Responsibilities

• Governs and operationalizes membership eligibility rules across all entry pathways, ensuring clarity, consistency, and alignment with USAA’s mission and regulatory obligations
• Drives strategic eligibility expansion initiatives by evaluating new pathways and ensuring proposals maintain regulatory integrity and mission alignment
• Manages and executes member entitlements, ensuring accurate access to products, services, and benefits based on eligibility status
• Develops and oversees exception handling frameworks to address unique member scenarios and ensure enterprise alignment
• Maintains and communicates Member Owner rules and experience, including status updates, benefit messaging, and engagement strategies
• Leads the standardization of membership policies by transforming complex governance frameworks into clear, actionable guidance for consistent execution across the association and member-facing channels
• Collaborates with Legal, Compliance, Membership Experience, and other key stakeholders to ensure eligibility and entitlement frameworks meet federal/state regulations and are embedded into member lifecycle processes
• Leads strategic performance evaluation by interpreting key metrics, such as eligibility accuracy, compliance outcomes, and member sentiment, to inform enterprise-level improvements and reinforce trust in membership governance
• Responsible for driving the adoption of updated rules and standards across lines of business/functions and channels, ensuring consistent execution and member understanding
• Provide strategic leadership in shaping the future of membership eligibility by maintaining a comprehensive understanding of external trends, competitor practices, and demographic shifts; translate these insights into proactive strategies and rule evolutions that ensure USAA's continued success and relevance
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• 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 progressive leadership experience in membership governance or eligibility frameworks
• 6 years of people leadership experience in building, managing and/or developing high performing teams
• Proven track record in regulatory compliance and policy interpretation, particularly related to federal and state financial regulations impacting membership eligibility and entitlements
• Demonstrated experience in strategic program development, including evaluating and executing membership expansion initiatives aligned with mission and regulatory obligations
• Expertise in performance measurement and analytics, including interpreting KPIs such as eligibility accuracy, audit outcomes, and member sentiment to drive strategic improvements
• Experience managing exception handling frameworks, including designing scalable processes that address unique member scenarios while maintaining enterprise alignment
• Executive level business acumen and demonstrated knowledge of military affiliation categories and their implications for membership, with the ability to apply this understanding to rule development and member communications.

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 assistance