Digital/Technical Product Manager Senior for P&C Billing and Payments

USAA is a financial services company serving its members and the military community through competitive products, service, and advice. The Senior Digital/Technical Product Manager will lead the strategy, discovery, delivery, and optimization of P&C billing and payment products across web, mobile, chat, and IVR channels. The role focuses on technical integrations, customer experience analytics, agile product delivery, and measurable improvements in satisfaction, operational efficiency, and payment conversion.

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
• Translates Digital or Technology products 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 complex Digital or Technology products and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.)
• Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of efforts
• Continuously leverages advanced data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/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
• Leads cross-functional product teams and relationships to discover and build new Digital or Technology products, experiences, and features by collaborating with stakeholders and organizational leaders to coordinate product development efforts aligned with strategic priorities
• Prepares compelling presentations, and other forms of communication standards and templates, to present and communicate complex concepts to a diverse audience, including senior leadership
• Conducts internal and external research and conducts situational analysis to identify and apply the best industry practices and trends to increase effectiveness of Digital or Technology products
• Begins to bring in 'big picture' thinking and seeks to drive clarity among team and stakeholders
• Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management
• Serves as a resource for team members and assists with on-boarding new employees
• Ensure 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 additional years of relevant education and/or experience
• ·6 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing
• ·Proven ability to effectively develop, influence, present and communicate complex concepts to cross-functional teams, non-technical users, and leadership
• ·Demonstrated ability to work in an Agile, Lean Product Development and Lean Portfolio Management environment
• ·Knowledge of digital and technology strategy and delivery as it relates to roadmap development, journey mapping, competitive analysis and research, and situation analysis methods
• ·Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods
• ·Deep understanding of Property & Casualty insurance billing processes
• ·Experience building and enhancing payment capabilities across digital channels; knowledge of Credit/Debit card processing, ACH payments, Digital Wallets, Autopay Capabilities, Real Time Payments, etc
• ·Experience reducing payment abandonment and improving completion rates
• ·Proven experience owning product roadmaps and delivering customer-facing digital experiences
• ·Experience building capabilities across Web, Mobile, Chatbots, & IVR platforms
• ·Strong customer journey mapping capabilities
• ·Ability to define MVPs and phased execution strategies
• ·Experience prioritizing product features based on customer impact and business value
• ·Ability to understand API's, data flows and integrations, and service-oriented architecture
• ·Experience creating user stories, features, acceptance criteria, and business requirements
• ·Strong backlog management and prioritization experience
• ·Ability to influence without direct authority
• ·Extensive experience in Agile/Scrum environments
• ·This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site 4 days per week
• ·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.)