Digital/Technical Product Manager - Intermediate Level - Conversational AI

Qualifications

• 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
• 2 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing
• 1 year of Customer Contact Channel experience within Insurance or Financial services industry will take place of 1 year of the minimum experience required
• Experience developing presentations to communicate complex concepts to a diverse audience
• Knowledge of Agile Methodology
• Ability to review and understand Conversational AI model data and reports to generate actions to optimize the Conversational experience
• Ability to curate and outline data informed proposals to refine the Conversational AI experience in partnership with the Conversational Platform AI Operations team
• Ability to bridge reporting data insights from the AI ongoing monitoring with KPIs
• Prior experience with AI technologies

Benefits

• Salary: $77.12K - $147.39K/yr
• Job Type: Full-time
• Benefits: Medical, Dental, Vision, Life, Retirement, PTO
• Compensation range: The salary range for this position is: $77,120 - $147,390
• 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
• 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

Responsibilities

• Collaborates with internal stakeholders and partners to tackle complex and challenging problems to optimize the customers' (internal/external) experience with market offerings
• Analyzes, designs and drives implementation of multi-platform technology and digital solutions with great attention to detail
• Optimizes and improves existing experiences across web and mobile for VA and Search products to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs)
• Employs Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market
• We offer a flexible work environment that requires an individual to be in the office 4 days per week
• Leverages Digital or Technology research, business and market intelligence, and data-driven insights to support team members to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance
• Prepares supporting data and materials for generating compelling presentations, and other forms of communication, to inform and influence key stakeholders
• Collaborates with stakeholders to formulate effective strategies for achieving key Digital or Technology product goals
• Finds areas of opportunity and solves for customer pain points to inform and support team members
• Leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs
• Researches and identifies industry best practices and trends to increase effectiveness of Digital or Technology products
• Maintains and applies developing knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Full Description

Job Description

Digital/Technical Product Manager - Intermediate Level - Conversational AI

Company: USAA

Location: Chesapeake, VA (On-site, Remote)

Salary: $77.12K - $147.39K/yr

Job Type: Full-time

Benefits: Medical, Dental, Vision, Life, Retirement, PTO

Posted: 2 hours ago

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

Our Digital/Technical Product Manager for Conversational AI supports the discovery, delivery, and performance of the Virtual Agent (VA) and Search conversational AI experience 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.

Analyzes, designs and drives implementation of multi-platform technology and digital solutions with great attention to detail.

Optimizes and improves existing experiences across web and mobile for VA and Search products to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).

Employs Human-Centered Design and Design Thinking methodologies to bring world-class Digital and/or Technology driven products to market.

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, Charlotte, NC, Colorado Springs, CO, Tampa, FL, and Chesapeake, VA.

Relocation assistance is not available for this position.

What You'll Do

• Leverages Digital or Technology research, business and market intelligence, and data-driven insights to support team members to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance.

• Prepares supporting data and materials for generating compelling presentations, and other forms of communication, to inform and influence key stakeholders.

• Collaborates with stakeholders to formulate effective strategies for achieving key Digital or Technology product goals.

• Finds areas of opportunity and solves for customer pain points to inform and support team members.

• Leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs/KRIs.

• Researches and identifies industry best practices and trends to increase effectiveness of Digital or Technology products.

• Maintains and applies developing knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.

• 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.

• 2 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, Research/Testing.

• 1 year of Customer Contact Channel experience within Insurance or Financial services industry will take place of 1 year of the minimum experience required.

• Experience developing presentations to communicate complex concepts to a diverse audience.

• Knowledge of Agile Methodology.

What Sets You Apart

• Ability to review and understand Conversational AI model data and reports to generate actions to optimize the Conversational experience.

• Ability to curate and outline data informed proposals to refine the Conversational AI experience in partnership with the Conversational Platform AI Operations team.

• Ability to bridge reporting data insights from the AI ongoing monitoring with KPIs.

• Prior experience with AI technologies.

Compensation range: The salary range for this position is: $77,120 - $147,390.

USAA does not provide visa sponsorship for this role.

Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.

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.