Director, Digital/Technical Product Management - Bank Contact Center Tools

USAA

Hybrid Actively hiring
San Antonio, TX · Phoenix, AZ · Colorado Springs, CO · Charlotte, NC · Tampa, FL Posted 14 days ago $143,320–$273,930 / year
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At a glance

AI generated

TL;DR

The Director of Digital/Technical Product Management within USAA’s Bank Omni Sales & Service organization leads a team responsible for optimizing contact center tools and platforms used by customer service agents. This role involves managing 4-6 product and process owners who gather stakeholder feedback and collaborate with technology teams to enhance performance and drive business outcomes across voice, live chat, and knowledge management systems. The ideal candidate will have extensive experience in digital and technical product management, including a strong background in software development processes, agile methodologies, and data-driven decision-making. Key skills include proficiency in tools like JIRA, expertise in AI applications for process automation, and deep understanding of contact center operations. This position requires strategic thinking, effective communication, and the ability to lead in a matrixed environment while ensuring alignment with overall business goals.

Skills

Agile Scrum Kanban JIRA AWS AI Full-stack development Distributed systems Contact center operations NICE Flowable IVR CRMs Telephony CTI

What you'll do

  • Leads the strategy and development of digital and technology products to enhance contact center operations.
  • Manages a team of product owners responsible for optimizing tools used by contact center employees.
  • Ensures alignment between product strategies and business goals through data-driven methodologies.
  • Collaborates with stakeholders to drive clarity, solutions, and execution plans for complex initiatives.
  • Guides teams in implementing best practices and processes to inform product decisions effectively.

What we're looking for

  • 8+ years of Digital/Technology Product Management experience in strategy, innovation, user experience, process engineering, analytics, and research.
  • Proven ability to lead matrixed or cross-functional teams as a direct team leader for at least 3 years.
  • Strong business acumen combined with technical expertise and customer experience foundations.
  • Experience defining product vision, strategy, and roadmap aligned with business goals and user needs.
  • Proficiency in agile development frameworks (e.g., Scrum) and tools (e.g., JIRA).
  • Deep understanding of contact center operations and the tools/platforms used within it.

Market check

Salary context

This $143,320–$273,930 range sits above 44% of similar postings on FindRole.

Peer median band

$171,000–$255,000

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$165,000–$245,000

Middle half of comparable postings.

Based on 239 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About USAA

USAA (United Services Automobile Association) is a San Antonio-based Fortune 500 financial services company founded in 1922, dedicated to providing insurance, banking, and investment solutions exclusively to U.S. military members, veterans, and their families.

USAA currently has 7 open roles on FindRole.

Listed pay typically runs $127,310–$243,340 across 5 roles with salary data.

Most-posted roles

View all roles at USAA

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