Program Manager Lead - Member Experience & Complaints Management

Why USAA?

The Opportunity

We are looking for a Program Manager Lead for the Bank Member Experience & Complaints Program, responsible for development, maintenance, and execution of Bank Complaint program procedures that operationalize the Enterprise Complaint Management Policy and provides Member Service Representatives (MSRs) and Advocates with tools and resources to identify, track, categorize, escalate, research, and resolve Bank complaints. You will be responsible for the oversight and governance of the complaints program. You must have experience and know in-depth the lifecycle of a complaints program and provide root cause analysis. This is an individual contributor position.

Leads the management, execution and delivery of large-scale programs (multi-year, large cost and scope, etc.) and/or the oversight and governance of programs to ensure alignment to the line of business strategic imperatives and to monitor program health. Works to achieve multi-year program deadlines, scope and overall program benefits. Defines multiple program strategies based on business demand and return on investment expectations.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Identifies potential new program opportunities to deliver integrated solutions that meet multiple business partner needs.
• Defines and maintains multiple program strategies based on business demand and return on investment expectations.
• Works closely with project sponsor and cross-functional teams, to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new programs.
• Directs analyses, root cause identification and development and recommendation of key work products.
• Applies experienced knowledge of the business, its products and processes to assess program risks and rewards across multiple technologies and business goals.
• Negotiates agreements, settles disputes equitably and diffuses high tension situations.
• Negotiates program tradeoffs with IT and the business to ensure alignment of demand to capacity.
• Responsible for developing multi-year business plan to deliver business capabilities and define execution approach to achieve business goal while reducing risk and delivering early business value wherever possible.
• Mentors Program Managers in developing business strategies, identifying benefits and defining alternatives across departmental programs and across USAA programs.
• Ensures compliance with company and regulatory policies and procedures.
• Adheres to EPMO processes, procedures, controls, standards, tools and templates (as required).
• Adheres to governance rigor required for work effort.
• Drives the adoption and sustainment of changes within the organization in compliance with USAA’s Change Management methodology.
• 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 of project and/or program management experience, including experience defining a new program and/or leading large-scale projects.
• Expert level of experience in Principles of Project/Program or Portfolio Management.
• Experience in program management and execution experience delivering complex work efforts working with Waterfall and Agile methodologies
• Stakeholder management and influencing skills.
• Advance understanding of risk management policies and procedures.
• Extensive knowledge of program management methodology and techniques; program performance evaluation and change management principles.
• Extensive experience developing, maintaining and reporting on large cost project/program budgets.
• Strong business acumen and/or demonstrated learning agility to quickly increase business expertise.

What sets you apart:

• Strong experience in complaints management programs in a large retail bank environment
• Experience in executing and/or leading Risk Control Self Assessments (RCSAs), issue management, and process efficiency programs
• Proven track record to inspire change and collaborate with all levels of management
• Strong analytical, organizational, and problem-solving skills
• Experience with communicating and presenting key concepts to senior leadership, broad groups and team staff
• Proven track record to craft, implement, and sustain oversight processes
• Deep Complaints experience
• Third Party Vendor Oversight and Monitoring
• Data analysis
• Strong Critical thinking and root cause analysis skillset
• Ability to deliver executive level reporting
• Banking compliance and risk management experience
• US military experience through military service or a military spouse/domestic partner

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.

What we offer:

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. The salary range for this position is: $120,550 - $230,400.

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

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, please 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.