Hybrid Mid-Level Digital/Technical Product Manager – Contact Center Technologies

at USAA

• Job title: Mid-Level Digital/Technical Product Manager – Contact Center Technologies
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $103,450 - $197,730 per year
• Degree requirement: Bachelor's Degree
• Tech skills: SDLC
• Location requirements: Hybrid, San Antonio, United States

About the role

• Mid-Level Digital/Technical Product Manager taking ownership of product features at USAA. Collaborating with engineering and business stakeholders to deliver impactful solutions for members and agents.

Responsibilities

• Independently employs Digital or Technology research, business and market intelligence, and data-driven insights to find opportunities, propose solutions, create and maintain roadmaps, and improve performance.
• Assists with translating 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, features) and drives development of execution strategy.
• Shepherds Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant partners and SMEs (Business, UX, Technology, Ops, Marketing, etc.)
• Creates Business Case artifacts and hypotheses for scoping of Digital or Technology product and experience opportunities.
• Continuously leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs and KRIs.
• Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.
• Develops customer (i.e., business partners, members, collaborators) relationships to collaborate and understand current and future business needs.
• Prepares compelling presentations, and other forms of communication, to present and communicate complex concepts to a diverse audience.
• Researches and identifies industry protocols and trends to increase effectiveness of Digital or Technology products.
• Maintains and applies a maturing knowledge of the Business, Technology, UX, and relevant experiences and processes and an academic understanding of Product Management.
• 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
• 4 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing
• 1 year of Customer Contact Channel experience within Insurance or Financial services industry will take place of 1 year of the minimum experience required
• Demonstrated ability to effectively develop, present, influence, and communicate business decisions
• Knowledge of Agile Methodology
• Experience with contact center quality assurance/coaching methodologies, quality monitoring best practices, and associated call center tooling, including screen recording, call monitoring, and feedback systems (familiarity with the NICE Performance Management tool and NICE Desktop Analytics tool is required)
• Proficient in overseeing development and systems integrations between NICE Performance Management and other call center ecosystems, to include SDLC, DevOPS, and SRE best practices
• Experience troubleshooting and resolving technical issues related to the NICE Performance Management and Desktop Analytics platforms
• Proven ability to communicate effectively with both technical and non-technical stakeholders
• Ability to analyze complex business problems and build comprehensive business cases for product initiatives
• Understanding of data privacy and security requirements related to call recordings and customer data.

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