IVR Product Manager

| San Antonio, TX
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Purpose of Job

This role has a work from home option.

Supports the development of new products into target strategic markets. Provides support for product line initiatives related to product development, compliance, operational and process improvements, claims management, vendor management, product documentation, fulfillment, and/or system releases.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

Tasks and Responsibilities:

  • Identifies and manages existing and emerging risks that stem from business activities and the job role.
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
  • Follows written risk and compliance policies and procedures for business activities.
  • Participates in the development of digital first products supporting the needs and risks of USAA Members.
  • Supports efforts to develop and launch new innovative product offerings as well as auxiliary/enhanced features/services for existing products.
  • Advises others in the launch of new products and in the evaluation and decision to buy/build or partner.
  • Generates creative product and coverage solutions for member needs to ensure a dynamic product development pipeline exists.
  • Responsible for maintaining knowledge of business and underwriting performance for products in scope (e.g. trends, results, etc.).
  • Analyzes internal and external data and member information to support formulation of product strategy and enhance competitive intelligence.
  • Conducts analysis of key data to support on-going monitoring, maintenance and underwriting of existing "new in market" products based on product performance, member needs and competitive changes in the market including but not limited to product rules, rates, and forms.
  • Develops and communicates the new product value proposition for product enhancements/features.
  • Guides Member Contact teams on how to effectively use sales guides and provides education on new products and services, including new offerings and enhancements to existing features.
  • Analyzes and evaluates new product performance metrics to recommend offering change, if necessary, prior to full launch.
  • Coordinates with relevant control partners (to include Leal, Compliance, and Risk Management) to ensure product offerings are designed and implemented in compliance with all applicable laws and regulations.

Minimum Education and Experience:
  • Bachelor's Degree in Business, Marketing, Supply Chain, Statistics, or related discipline.
  • 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
  • 6 years relevant industry experience in Actuary, Underwriting, Marketing, or Operations to include direct product management experience.
  • Experience conducting research, compiling and analyzing data, and identifying trends that have supported product decisions.
  • Demonstrated experience in developing, deploying and supporting product and/or integrated suite of products.
  • Knowledge and understanding of Product Development Life Cycle (PDLC).

Preferred Skills:
  • Experience as a Product Manager leading the development of technology solution strategies and managing implementation across the entire Solution Development Life Cycle (SDLC).
  • Proven ability to implement industry leading Interactive Voice Response (IVR) and/or Intelligent Virtual Agent (IVA) technologies (i.e., Nuance) and successfully maintain platforms during & post-implementation.
  • Experience leading large-scale technology transformations within the Banking industry.
  • Demonstrated ability to leverage Human Centered Design (HCD) approaches to understand end user experiences, identify pain points/gaps, and develop technology solutions to solve gaps.
  • Significant experience collaborating and communicating (written & verbal) with business partners and executive stakeholders across multiple lines of business, with demonstrated ability to influence high-impact decisions.

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.

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 position. The salary range for this position is: $97,200 - $175,000.

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

Geographical Differential : Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours.

Please click on the link below for more details.
USAA Total Rewards

Relocation assistance is not available for this position.

More Information on USAA
USAA operates in the Insurance industry. The company is located in Phoenix, AZ, Colorado Springs, CO, Plano, TX, San Antonio, TX, Austin, TX, Tampa, FL, Tampa, FL and Chesapeake, VA. USAA was founded in 2022. It has 35000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Mental Health Benefits. To see all 67 open jobs at USAA, click here.
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