Digital/Technical Product Manager (Mid-Level) – AI Virtual Assistant

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

As a dedicated Digital/Technical Product Manager (Mid-Level) – AI Virtual Assistant, you will support the discovery, delivery, and continuous improvement of AI-powered digital experiences that help members engage with USAA through intuitive self-service solutions. You will collaborate with cross-functional stakeholders to identify member and business needs, solve complex challenges, and deliver innovative technology solutions that enhance the customer experience across digital channels. Leveraging Human-Centered Design and Design Thinking methodologies, you will help drive product strategy, execute roadmap priorities, and optimize product performance through data-driven insights that improve key business outcomes, member satisfaction, and operational efficiency.

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 USAA office locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.

Relocation assistance is not available for this position.

What You'll Do

• Support the strategy, roadmap, and ongoing enhancement of AI Virtual Assistant capabilities, aligning product priorities to member needs, business objectives, and digital experience goals.
• Translate member, business, and operational needs into product requirements, features, and user experiences, helping drive initiatives from discovery through implementation and validation.
• Partner with business, technology, user experience, operations, analytics, and other stakeholders to deliver innovative and scalable digital solutions.
• Leverage member feedback, market research, competitive intelligence, and industry trends to identify opportunities that improve self-service capabilities and member experiences.
• Analyze product performance using KPIs, KRIs, operational metrics, and data-driven insights to inform decisions and prioritize enhancements.
• Develop business cases, success measures, and supporting analyses to evaluate product opportunities and inform prioritization decisions.
• Build and maintain collaborative relationships with stakeholders and business partners to understand current challenges, anticipate future needs, and drive product outcomes.
• Communicate product strategies, recommendations, insights, and progress updates to stakeholders through presentations and other forms of effective communication.
• Ensure 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 additional related experience beyond the minimum required may be substituted in lieu of a degree.
• 4 years of experience in digital and/or technology product management, including experience in product strategy, planning, innovation, user experience, process improvement, analytics, and/or research and testing.
• Customer contact channel experience within the insurance or financial services industry may be substituted for up to 1 year of the required product management experience.
• Demonstrated ability to develop, present, influence, and communicate business decisions and recommendations across a variety of stakeholders.
• Working knowledge of Agile methodologies and experience collaborating within Agile delivery environments.

What Sets You Apart

• Experience developing and managing digital banking products and experiences across web and mobile platforms.
• Experience supporting Virtual Assistant, Conversational AI, chatbot, or messaging products, including the delivery of customer-facing digital experiences.
• Knowledge of conversational design principles, customer self-service strategies, and digital engagement best practices.
• Experience leveraging customer experience metrics, analytics, and performance insights to drive continuous product optimization and improve business outcomes.
• US military experience gained through military service or gained as a military spouse / domestic partner.

Compensation range: The salary range for this position is: $103,450.00 - $197,730.00.

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.

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.