Director, Digital – Technical Product Manager

USAA

. Own and develop Investments Digital Platforms experiences using existing solutions and new AI solutions .

Posted 11/3/2026full-timePlano • Texas • United StatesLead💰 $143,320 - $273,930 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Digital and Technology Product Management, focusing on strategy, innovation, and user experience while ensuring compliance with regulatory standards. Proven ability to lead cross-functional teams and develop data-driven solutions that enhance customer service experiences in the investments domain.

Highest-signal resume keywords

Digital Product ManagementTeam LeadershipAI Applications in Digital SolutionsAgile Product DevelopmentInvestments Servicing Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Digital Product ManagementUser Experience DesignData AnalysisProcess EngineeringJourney MappingCompetitive AnalysisRisk ManagementProduct Strategy DevelopmentVoice of the Customer AnalysisAI Solution Implementation

Soft Skills

Strategic ThinkingEffective CommunicationInfluencing LeadershipPeople ManagementAdaptability

Tools & Technologies

IVR SolutionsVirtual AssistantsDigital PlatformsLean Portfolio ManagementAgile Methodologies

Industry Keywords

InvestmentsManaged MoneyBrokerageDigital Servicing SolutionsCompliance Standards

About the role

Key responsibilities & impact

Own and develop Investments Digital Platforms experiences using existing solutions and new AI solutions
Collaborate with Association peer groups and cross-functional journey teams across the end-to-end member journey
Develop and enhance customer service experiences for automated chat responses, IVR responses, voice-to-chat solutions and other platform experiences
Analyze the voice of the customer and design responses addressing digital-member needs
Ensure response validity and compliance when incorporating AI-based solutions
Oversee work prioritization across member-journey teams from acquisition through servicing and nurturing
Execute solutions in partnership with USAA Association and IT teams
Coach, develop and manage a team of Digital Technical Product Managers
Design experiences adhering to regulatory requirements, Digital and Design Governance standards, and internal processes for members and advisors
Maintain alignment with USAA Association Digital platform teams for virtual assistant, IVA and related platform experiences
Attract, select and develop the Digital or Technology Product Management team
Manage day-to-day team activities and resources for efficient delivery
Lead end-to-end digital and technology product management for a product portfolio, product line, group, market segment or vertical
Set product strategies and oversee product strategy, roadmaps, analysis and alignment
Apply product management expertise in digital and technology domains
Improve business outcomes through strategic and innovative digital and technology product and service solutions
Guide data-driven methodologies across channels to optimize end-user experiences and drive KPIs/KRIs
Develop practices, tools and processes to collect data and member feedback, derive insights and inform product decisions
Manage ambiguity and influence stakeholders to drive clarity, solutions and execution plans
Collaborate with senior leaders, product managers, developers, vendors, designers and stakeholders on product strategies and launches
Identify, measure, monitor and control business risks according to risk and compliance policies

Requirements

What you’ll need

Bachelor’s degree OR 4 years of related experience may be substituted in lieu of degree, with 12 years of relevant experience without a bachelor’s degree
8 years of Digital/Technology Product Management experience, including Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an advanced degree and 6 years of such experience
3 years of direct team lead or leading matrixed or cross-functional teams
Ability to think strategically, communicate effectively, and leverage and influence leadership and cross-functional teams to develop and execute product strategy
Solid business acumen with strong technical and customer experience foundations
Knowledge of Technology/Digital products, emerging technology platforms, applications, data analysis and research techniques, and standards
Ability to work in an Agile, Lean Product Development and Lean Portfolio Management environment
Knowledge of digital and technology strategy and delivery related to Experience Design, Human Centered Design, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods
Ability to excel in a dynamic environment with shifting priorities and a high degree of independence
Demonstrated people management skills
8+ years hands-on experience developing digital servicing solutions in the investments space
5+ years industry experience in Investments Servicing for Managed Money and Brokerage
Understanding of AI applications in virtual assistant, IVR and other platform experiences, and ability to identify and address associated risks
Prior digital-product-management experience, including execution in partnership with IT and ownership of Digital MSAT management and collaboration
USAA does not provide visa sponsorship; applicants must not require immigration support now or in the future

Benefits

Comp & perks

Remote or hybrid flexibility may be available for active-duty military spouses, consistent with policy and business needs
Relocation assistance
Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
Comprehensive medical, dental and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program
Paid holidays
16 paid volunteer hours
Wellness programs
Career path planning
Continuing education