Incident Manager - Mid Level

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

USAA’s Unified Command Center (UCC) is looking for capable professionals with experience working in a command or operations center, to fill our Incident Manager I position.  The UCC is a 24/7/365 centralized operations center tasked with monitoring, detecting, assessing, and responding to significant local, national, and global events that could potentially impact employees or interrupt business. The UCC maintains awareness of all incidents occurring within the global operating environment to deliver a centralized command, control and communication capability while seizing opportunities and mitigating risks to our Association.  The UCC initiates and manages Association-wide response capabilities to provide for the safety and security of employees, sustainment of operating locations and infrastructure and continuance of member support.  UCC Incident Managers work with an integrated team to manage all incidents, or initiate escalation when it affects our members, employees, assets, or brand.  This includes incidents focused on; employee life safety, data/privacy, cyber, I.T., brand impact or impacts to member policies.  Along with facilitating support for all these incidents, UCC Incident Managers are responsible for escalating major incidents and activating higher echeloned Management Teams, when required.  Incident Managers are required to be onsite employees and facilitate the 24x7 coverage utilizing a modified Panama Shift Schedule (three to four 12-hour shifts per week, that rotates from day to night coverage, every 2 months). UCC Incident Managers work two weekends per month and occasional holidays throughout the year.

We are seeking a dedicated Incident Manager – Mid Level for our San Antonio Office. This position is an onsite work type and is based in Phoenix, AZ. Relocation assistance is not available for this position.

What you'll do:

• Identify and manage internal and external, existing and emerging risks with potential to disrupt employees and business activities.
• Ensure risks associated with business activities are effectively identified, measured, monitored, communicated, and controlled.
• Follow written risk and compliance policies, standards, and procedures for business activities.
• Work independently performing moderate to complex triage, categorization notifications and problem resolution to support the integrated team.
• Demonstrate proficiency in operating all monitoring, communication, and collaboration equipment.
• Monitor and analyze all incidents potentially impacting USAA employees, assets, business, brand, or member policies.
• Apply proficient knowledge of critical business operations or systems applications processes, procedures, and incident remediation action plans to ensure appropriate management or escalations in support of incidents.
• Coordinates with specialized USAA department command centers and situation management teams.
• Accurately capture and document incident data in the incident recording tools.  Responsible for maintaining accurate records of incident timelines and supporting artifacts.  Analyze aggregated data from the integrated team for reporting purposes.
• Communicate incident status and resolution to a broad group of business personnel and executive leadership using appropriate business acumen and professional communication skills.

What you have:

• Bachelor's degree in a Business or Science discipline required; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 4 years of incident, operations, or emergency management experience with accountability for moderate to complex incidents, hazards, or response tasks associated with company brand, property or work sites, technology outages, employee health and safety, service providers, severe weather and/or catastrophic insurance claims events.
• 2 years of experience with end-to-end management of moderate to complex incidents, hazards or response tasks within leadership, a command center or security operations center environment.
• Demonstrated analytical, organizational, and problem-solving abilities requiring a high attention to detail.
• Proven communication skills with the ability to collaborate and execute among cross-functional teams.
• A moderate to high degree of aptitude for following complex processes and operating complex software applications.
• A commitment to becoming a subject matter expert with programs or processes and enthusiasm to identifying and improving inefficiencies.
• Experience working in a dynamic operating environment where quick decisions must be made in support of operations or employee safety.

What sets you apart:

• Prior experience with weather monitoring, forecasting, or meteorology in support of Operations.
• Experience with using, designing, or maintaining geographic information systems (GIS) in support of Operations.
• Experience working with National Incident Management System or similar processes, in support of Incident Management.
• Experience working in an Operations/Command Center.

Compensation:The salary range for this position is: $85,040.00 - $153,080.00. 

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.