Lead Digital Product Manager

USAA

. Lead discovery, delivery, and performance of digital and technology products and experiences .

Posted 9/29/2026full-timeUnited StatesSenior💰 $143,320 - $265,950 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Digital and Technology Product Management, focusing on User Centered Design, strategic alignment, and performance optimization across multi-platform solutions. Proven ability to drive product strategy, manage risks, and enhance customer experiences through data-driven insights and effective stakeholder collaboration.

Highest-signal resume keywords

Digital/Technology Product ManagementUser Centered DesignIVR Platforms ExperienceRisk Management Strategy ImprovementCustomer Journey Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product Strategy DevelopmentData AnalysisMarket IntelligenceBusiness Case DevelopmentKPI/KRI AnalysisProcess EngineeringResearch TechniquesDigital Solutions ImplementationCall Routing OptimizationExperience with ACDs

Soft Skills

Stakeholder InfluencePresentation SkillsMentoringCollaborationCommunication

Tools & Technologies

TableauIVR PlatformsWFMCiscoAmazon Connect

Industry Keywords

Contact Center ExperienceCustomer Lifecycle ManagementFinancial Industry ExperienceDigital Product OptimizationEmerging Technology Platforms

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Lead discovery, delivery, and performance of digital and technology products and experiences
Collaborate with internal stakeholders and partners to optimize internal and external customer experiences
Design and drive implementation of multi-platform technology and digital solutions
Optimize existing products and experiences across delivery channels and platforms to drive KPIs and KRIs
Employ User Centered Design and Design Thinking methodologies
Develop product strategy, vision, and goals for complex, significant-scope digital and technology products
Ensure strategic alignment across products, stakeholders, suppliers, and customers
Identify opportunities using research, business and market intelligence, and data-driven insights
Propose solutions, create and maintain roadmaps, and improve Call delivery tools
Translate opportunities into initiatives, requirements, epics, and features and drive execution
Shepherd complex product and experience opportunities from idea through market validation
Drive, quantify, and defend product and experience investments through business cases and hypotheses
Analyze and report product performance against KPIs/KRIs and share best practices
Generate insights to improve digital products, call routing, and experiences, ensuring improvements are implemented
Prepare presentations and facilitate product definition, concept, discovery, development, delivery, and validation sessions
Conduct internal and external research and situational analysis to apply industry call delivery practices and trends
Manage ambiguity, influence stakeholders, drive clarity, and establish execution plans
Provide guidance and mentoring to team members and serve as an escalation point
Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
8 years Digital/Technology Product Management experience, including 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 in these areas
Comprehensive knowledge of Technology/Digital products and emerging technology platforms, applications, data analysis, and research techniques and standards
Proven track record developing, influencing, presenting, and communicating highly complex business, digital, or technology concepts to cross-functional teams, non-technical users, and senior leadership
Risk management strategy improvement
Contact center employee experience
Experience with IVR platforms, WFM, Decisions, Tableau, and Call Routing, including Cisco, Amazon Connect, or other ACDs
Customer journey experience across the customer lifecycle from acquisition to servicing
Experience facilitating funding of accounts and/or moving money
Business focus driving business results through execution and strategic vision
4 years' experience of IVR in the financial industry
Demonstrated success optimizing client experience with IVR
Must not require immigration support or visa sponsorship now or in the future

Benefits

Comp & perks

Flexible work environment with remote or hybrid flexibility for active-duty military spouses, consistent with applicable policy and business needs
Relocation assistance is not available
Pay incentives may be available 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
Various wellness programs
Career path planning
Continuing education assistance