USAA

Product Manager

• Lead the strategy, discovery, delivery, and optimization of digital experiences for live chat and related communication channels
• Drive the strategy, roadmap, and ongoing evolution of Live Chat capabilities
• Align product investments with member needs, business objectives, and enterprise priorities
• Translate member, business, and operational opportunities into product requirements, features, and experiences
• Lead initiatives from discovery through delivery and market validation
• Partner with business, technology, user experience, operations, analytics, and other stakeholders
• Deliver innovative, scalable, multi-platform digital technology solutions
• Use member feedback, market research, competitive intelligence, and industry trends to identify opportunities
• Analyze product performance using KPIs, operational metrics, and data-driven insights
• Develop business cases, success metrics, and value hypotheses for investment decisions and prioritization
• Influence stakeholders and senior leaders through strategic recommendations and executive-level presentations
• Identify, measure, monitor, and control business risks in accordance with risk and compliance policies

Senior Digital Product Manager – Live Chat

Claims Specialist

• Adjust complex auto and homeowner bodily injury claims, UM/UIM claims, and small business claims
• Confirm coverage and make coverage decisions on complex claims
• Investigate loss details and determine legal liability
• Evaluate, negotiate, and adjudicate claims within authority guidelines
• Document claims accurately to support appropriate outcomes
• Prioritize and manage assigned claims workload
• Keep members and involved parties informed through timely claims status updates
• Collaborate with team members to resolve issues and identify matters for escalation
• Partner with or direct vendors and internal business partners to facilitate timely claims resolution
• Serve as a resource for team members on complex claims
• Deliver concierge-level, best-in-class member service through expectation-setting, proactive phone and written communication, advice, and empathy
• Handle higher-complexity claims and additional work as needed
• Identify, measure, monitor, and control business risks according to risk and compliance policies and procedures

Injury Claims Examiner – East Region

Executive Assistant

• Support the strategy, roadmap, and ongoing enhancement of AI Virtual Assistant capabilities
• Translate member, business, and operational needs into product requirements, features, and user experiences
• Drive initiatives from discovery through implementation and validation
• Partner with business, technology, user experience, operations, analytics, and other stakeholders to deliver innovative and scalable digital solutions
• Leverage member feedback, market research, competitive intelligence, and industry trends to identify opportunities that improve self-service capabilities and member experiences
• Analyze product performance using KPIs, KRIs, operational metrics, and data-driven insights
• Develop business cases, success measures, and supporting analyses to evaluate product opportunities and inform prioritization decisions
• Build and maintain collaborative relationships with stakeholders and business partners
• Communicate product strategies, recommendations, insights, and progress updates through presentations and other effective communication
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures

Digital Product Manager – AI Virtual Assistant

Program Manager

• Lead strategic planning, management, execution, and delivery of association-wide programs consisting of multiple projects
• Oversee and govern programs to ensure alignment with strategic imperatives and monitor program health
• Achieve multi-year program deadlines, scope, and overall program benefits
• Support cross-functional teams in developing and executing change plans using USAA's change methodology or industry best practices
• Lead implementation of strategic tasks aligned with business strategy and goals
• Develop multi-year business plans, define execution approaches, reduce risk, and deliver early business value
• Evaluate, plan, and develop program scope, milestone road maps, resources, work plans, budgets, dependencies, and timing
• Prepare stakeholder and management status reports, including risks and issues
• Coordinate team efforts and manage interdependencies to complete program goals
• Develop performance metrics, dashboards, and management tools
• Direct analyses, root cause identification, and development of key work products
• Identify new program opportunities and define program strategies based on business demand and ROI expectations
• Negotiate agreements and program tradeoffs with IT and business stakeholders
• Mentor Program Managers across departmental and USAA programs
• Adhere to APO processes, procedures, controls, standards, tools, templates, and governance requirements
• Drive adoption and sustainment of organizational changes in compliance with USAA's Change Management methodology
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Program Manager – Lead

Affiliate Manager

• Participate in or lead cross-functional Change Management and readiness teams
• Understand, plan, manage and sustain organizational change
• Guide Change Management and partner resources assigned to specific change efforts
• Identify integration points and impacted audiences
• Assess the impact of change initiatives
• Create change management strategies and sustainment plans
• Consult on implementation of change plans and adjust for resistance and acceptance
• Conduct change impact and readiness assessments
• Develop and execute change management activities supporting organizational transition
• Coach and influence executive business owners in a highly matrixed organization
• Mentor junior change partners
• Identify, measure, monitor and control risks in accordance with risk and compliance policies and procedures
• Champion a consistent bank-wide change management methodology with reusable tools and standardized planning
• Drive transformation of the bank's change capability through maturity assessments, targeted plans, training, and leader/team enablement

Senior Change Partner

General

• Gather information and evidence to resolve post-closing data and document deficiencies
• Reconcile missing documents and cure document deficiencies identified during collateral loan package review
• Ensure required documents are cured timely and according to Bank, Investor, and Regulatory guidelines
• Collaborate with team members to resolve issues or identify matters for escalation
• Adhere to department, investor, agency, and third-party provider timeframes, compliance requirements, and internal guidelines
• Follow up with internal and external third parties to obtain loan documentation needed to complete and satisfy loan files for purchase
• Serve as member point of contact when necessary to resolve missing documents required to complete the initial file
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures
• Communicate process status frequently with members and third parties

Post Closing Curative Specialist II

• Support defining, maturing, and coordinating delivery of the Enterprise Workflow Solutions strategy
• Assess the current workflow toolset and motivate modernization onto the identified new platform
• Support the journey to re-engineer business operational workflows
• Leverage research, business and market intelligence, and data-driven insights to identify opportunities and propose solutions
• Create and maintain product roadmaps and improve performance
• Translate product and experience opportunities into initiatives, requirements, and features
• Drive execution strategy from identified opportunities
• Shepherd opportunities from idea to market validation with Business, UX, Technology, Operations, Marketing, and other stakeholders
• Create business case artifacts and hypotheses for scoping opportunities
• Analyze and report product and experience performance against KPIs and KRIs
• Generate insights to inform product and technology improvements
• Develop relationships with business partners, members, and stakeholders to understand current and future needs
• Prepare presentations and communications explaining complex concepts to diverse audiences
• Research industry best practices and trends
• Apply knowledge of Business, Technology, UX, and relevant experiences and processes
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures

Digital Product Manager I

Appraiser

• Investigate, negotiate, evaluate, and appraise vehicle damage claims for repairable and total loss vehicles
• Evaluate highly complex auto physical damage claims using digital tools and applicable contracts, guidelines, and laws
• Investigate claim damages and communicate with insureds, internal claims adjusters, and third parties/vendors
• Review facts of loss and vehicle damage to identify subrogation opportunities and maintain supporting documentation
• Apply advanced knowledge of P&C insurance products, services, contracts, and internal processes
• Review claims and suppliers for fraud indicators and refer applicable matters to the Special Investigations Unit
• Maintain accurate and current claim file documentation
• Manage desk workload, follow up timely, and map repair plans and repair timelines
• Review additional damage from repair facilities and complete supplements or triage inspections to field providers
• Serve as a subject matter expert for disputed claims or trials and support team members on escalated issues
• Partner with vendors and internal business partners to resolve high-complexity claims
• Coordinate with external regulators when needed to ensure documentation and compliance
• Provide policyholders with coverage, repair estimate, total loss valuation, and claims/repair process information
• Support workload surges and catastrophe response operations, including mandatory on-call dates and potential evening, weekend, or holiday work
• Travel for CAT deployments with minimal notice when assigned
• Identify, measure, monitor, and control business risks under risk and compliance policies

Senior Auto Appraiser – Field

Strategy

• Drive development and coordination of components within the overarching strategy for the function
• Work with executive management to establish strategic and operational frameworks enabling short- and long-term business goals and key results
• Develop processes to manage business strategic and operational planning
• Align business processes and frameworks with enterprise strategy, processes and frameworks
• Partner with senior leaders across functions and channels to develop near- and long-term visions and roadmaps
• Help business leaders manage the transition from strategy to execution
• Integrate change management plans, project documentation and strategies for large, complex business-specific initiatives
• Identify strengths and weaknesses and establish best practices and management routines to address operational gaps
• Guide team members performing research and analysis
• Lead design, coordination and governance of annual strategic and operational planning processes
• Lead and motivate cross-functional team members in strategy and operational plan development and implementation
• Ensure business risks are identified, measured, monitored and controlled according to risk and compliance policies and procedures
• Conduct business strategy reviews to assess progress, identify emerging needs, and drive accountability for strategy achievement
• Provide support and guidance to executive management for business strategy and priority decisions

Business Strategy and Planning Director

Manager

• Manage moderately complex litigation arising from auto or property contracts in compliance with state laws and regulations
• Create defense or settlement strategy
• Evaluate, negotiate, and collaborate with defense counsel to secure appropriate resolution
• Deliver concierge-level member service through expectation-setting, proactive communication, advice, and empathy
• Manage litigation involving serious injury or property damage, questionable damages, liability, or coverage issues
• Act as liaison with members, internal and external counsel
• Document litigation strategy, budgets, investigations, evaluations, negotiations, settlements, and trial decisions
• Represent USAA at mediations, case conferences, and trials
• Review, audit, and approve legal fees and expenses
• Partner with or direct law firm vendors to facilitate timely lawsuit resolution
• Hold law firm vendors accountable for Defense Counsel Litigation Handling Requirements
• Resolve routine and intermediate legal case-management issues
• Identify opportunities to improve team processes and effectiveness
• Advise membership, attorneys, and management on moderately complex litigation
• Ensure high levels of service from law firm vendors
• May act as an informal resource for team members
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures

Claims Litigation Manager – Auto

Operations

• Lead and remain accountable for property and other claims operations member service employees
• Ensure employees serve members and provide appropriate solutions while investigating, evaluating and negotiating claims
• Develop engaged employees through regular coaching and feedback to deliver business results
• Complete process improvements, provide process feedback and lead organizational process changes
• Drive execution of operational risk management, regulatory compliance training, policies and procedures
• Inspect and review claim file quality and provide employee feedback
• Coach employees and drive awareness of how their work supports claims and Enterprise strategies
• Identify opportunities to improve operational effectiveness, member experiences and processes
• Build conditions for success, remove obstacles, lead and champion change
• Lead workload volumes, staffing and training needs to achieve optimal productivity
• Monitor work for consistent process execution and adherence to guidelines and frameworks
• Handle escalations and make policy-based decisions
• Facilitate employee skill identification and development for career progression
• Support projects as a subject matter expert
• Hire, develop and coach claims employees for results delivery
• Coach employees on claims handling and identify opportunities to improve process and engagement
• Identify, measure, monitor and control risks in accordance with risk and compliance policies and procedures

Manager, Claims Operations

• Develop and enhance end-to-end digital customer service experiences for USAA's Investment business across multiple platforms
• Design and develop automated chat responses, IVR responses, voice-to-chat solutions, and other member-communications capabilities
• Partner with investment business, technology, and digital teams to build and execute new experiences on time and within budget
• Manage Digital Processes for specific value streams within the ISCO portfolio
• Facilitate discovery, delivery, and performance of digital and technology products and experiences
• Design and drive implementation of multi-platform technology and digital solutions
• Optimize existing products and experiences across channels and platforms to improve KPIs and KRIs
• Apply User Centered Design and Design Thinking methodologies
• Develop product strategy, vision, and goals
• Identify opportunities using research, market intelligence, and data-driven insights
• Create and maintain product roadmaps and translate opportunities into initiatives, requirements, epics, and features
• Lead opportunities from idea through market validation with cross-functional stakeholders and subject matter experts
• Develop business case artifacts and hypotheses for scoping and prioritization
• Analyze and report product and experience performance against KPIs and KRIs
• Lead cross-functional product teams and coordinate product development aligned with strategic priorities
• Prepare presentations and communications for diverse audiences, including senior leadership
• Conduct internal and external research and situational analysis
• Serve as a resource for team members and assist with onboarding
• Identify, measure, monitor, and control business risks according to risk and compliance policies and procedures

Senior Digital Product Manager – Investment Services, Technical

• Translate complex business needs into actionable product requirements
• Lead product planning activities and gather, refine, accept and prioritize stories and features
• Own and maintain prioritized backlogs for one or more Agile teams
• Define complete, consumable and testable user stories with acceptance criteria
• Review and accept IT and/or business development output
• Represent the business and customers throughout the product delivery cycle
• Collaborate with UX partners, designers, business analysts, developers and testers
• Align development, execution and releases with product and program roadmaps
• Facilitate and document business processes with sponsors, stakeholders and IT
• Prepare the business for change and provide benefits, adoption and risk metrics
• Oversee development, testing and controls across internal and external technologies
• Identify opportunities to enhance and improve the function
• Coach and mentor other Product Owners
• Lead development across multiple teams at project or program level
• Ensure business risks are identified, measured, monitored and controlled in accordance with risk and compliance policies

Senior Development Product Owner – GRC Technology

Risk

• Support the bank's Business Change Management program
• Establish governance and oversight of changes
• Identify and engage stakeholders
• Evaluate risk and mitigating activities
• Monitor changes post-launch
• Complete day-to-day monitoring and pipeline management activities
• Support the creation and delivery of program guidance
• Contribute to overall process effectiveness
• Participate in or lead cross-functional teams of Change Management and readiness resources
• Understand, plan, manage and sustain change to ensure client success
• Guide work performed by Change Management and partner resources assigned to specific change efforts
• Identify integration points and impacted audiences
• Assess the impact of changes
• Create change management strategies, including sustainment plans
• Consult on implementation of change plans and adjust for resistance and acceptance
• Develop change strategies and conduct change impact and readiness assessments
• Develop and execute change management activities supporting organizational transition
• Coach and influence executive business owners in a highly matrixed organization
• Mentor more junior change partners
• Identify, measure, monitor and control risks in accordance with risk and compliance policies and procedures

Senior Change Governance and Oversight Advisor

• Serve as a strategic compensation partner to HR Business Partners, business leaders, and key stakeholders
• Design, assess, implement, and/or administer executive and non-executive compensation programs, practices, and policies
• Identify and analyze organizational trends, market data, and industry practices to address compensation issues
• Advise senior leadership and HR Business Partners on compensation programs, practices, and policies
• Consult with HR and business stakeholders
• Provide guidance, oversight, and communication on compensation programs and total rewards strategy
• Coach peers and team members and act as a resource for escalated issues
• Lead enterprise-wide compensation projects and initiatives
• Represent Compensation in cross-functional teams
• Coordinate development and implementation of systems and processes supporting compensation projects
• Develop learning resources and conduct training on compensation programs, practices, and policies
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures