About the Role
Title: Digital/Technical Product Manager Lead (Claims/Text messaging) – REMOTE
Location: San Antonio United States
Job ID: R0108204
Job Description:
Why USAA?
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.
Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.
The Opportunity
As a dedicated Digital/Technical Product Manager Lead, the candidate selected for this opportunity will be a critical leader to support P&C digital claims texting and digital messaging and communications, interfacing with Enterprise, P&C and Claims technology and business teams. This ideal candidate will bring claims expertise to a matrixed delivery environment, with an innovative and disciplined mindset, vendor relationship experience, and the ability to drive strategy to execution on transformative and new digital solutions such as texting.
This candidate also leads the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members. Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers’ (internal/external) experience with market offerings. Designs and drives implementation of multi-platform technology and digital solutions. Optimizes and improves existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs). Employs User Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market. Develops the product strategy, vision, and goals and justifies decision-making related to the balance and mix of innovation types and investments for Digital and Technology products of complex and significant scope (portfolio level or enterprise reach). Ensures strategic alignment across the product and its stakeholders, suppliers, and customers.
This position can work remotely in the continental U.S. with occasional business travel.
What you’ll do:
- 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.
- Leads team and stakeholders to envision, define, and translate 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, epics, features) and drives execution strategy.
- Shepherds highly complex, highly integrated, and strategic Digital or Technology product and experience opportunities from idea to market validation through collaboration with all relevant stakeholders and SMEs (Business, UX, Technology, Ops, Marketing, etc.).
- Drives, quantifies, and defends Digital and Technology product and experience investments through Business Case artifacts and hypotheses, communicating the value proposition of Digital or Technology products and experiences.
- Continuously leverages expert data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs; shares best practices with team members.
- Guides team to generate meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements; follows through to ensure applicable improvements are implemented.
- Sets the standard for preparing compelling presentations, and other forms of communication to communicate complex concepts to a diverse audience, including senior leadership, and facilitates Digital or Technology product definition, concept and collaboration sessions to coordinate discovery, development, delivery, and validation activities, as well as to mitigate risks and dependencies.
- Conducts internal and external research and conducts situational analysis to identify and apply industry best practices and trends to increase effectiveness of Digital or Technology products.
- Actively manages ambiguity, influences others to bring in “big picture” thinking and drives clarity, solutions, and execution plan among team and stakeholders.
- Maintains and applies expert knowledge of the business, technology, UX, and relevant experiences and processes and an expert understanding of Product Management.
- Consistently provides guidance and mentoring to team members and acts as an escalation point and ensures issues are resolved.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
- 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.
- 8 years Digital/Technology Product Management experience, to include 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, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
- Comprehensive knowledge of Technology/Digital products and emerging technology platforms, applications data analysis and research techniques and standards.
- Proven track record to effectively develop, influence, present and communicate highly complex business, digital, or technology concepts to cross-functional teams, non-technical users and senior leadership.
What sets you apart:
- Property and Casualty (P&C) or Claims experience
- Experience with digital messaging and content strategy, management, and delivery including text messaging or artificial intelligence solutions (i.e., chatbots)
- Demonstrated experience with establishing and driving digital priorities while also partnering with peers in a highly matrixed environment
- Proven experience to deliver complex, integrated products or capabilities across matrixed teams with data-driven decision-making abilities using a disciplined and agile approach with speed
- Claims Experience with Guidewire ClaimCenter.
- Experience with vendor management.
- Demonstrated experience preparing compelling presentations, and other forms of communication to communicate complex concepts to a diverse audience, including senior executives.
- Ability to attend meetings in person as needed.