Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

We are seeking a dedicated Development Product Owner-Mid Level who will be working with the Contact Center Technologies Product Management team. This role will work closely with business and IT partners to support Quality Management and Workforce Management initiatives across the USAA contact centers.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based out of San Antonio, TX or Phoenix, AZ. Relocation assistance is not available for this position.

Serves as a direct representative of the business on an agile team. Attains, understands, and communicates business vision and needs in order to write and refine user stories, prioritize work, and provide guidance to technical teams. Uses critical thinking, problem solving, and Agile principles to partner with business owners, subject matter experts, and the development team to build effective solutions. Possesses a proficient knowledge and understanding of and ability to work within multiple delivery methodologies, including Agile and other approaches, to deliver business value.

What you'll do:

• Works with business and Subject Matter Experts to understand business strategy and vision and then writes, refines, accepts and prioritizes stories and/or features to support effective and compliant solutions while balancing investment and business value.

• Owns and maintains a prioritized work backlog for one or more Agile teams. Product backlog includes complete user stories with acceptance criteria so that they are consumable and testable by the Agile team or program. Reviews and accepts output of I/T and/or business development to ensure specified acceptance criteria have been completed.

• Serves as direct representative of the business with one or more delivery teams, representing the customers' perspective throughout the product delivery cycle.

• Participates in a cross-functional team of user experience partners, designers, business analysts, developers, testers and others to develop, execute and release in alignment with program and/or product road maps.

• Partners with sponsors, stakeholders, and IT to facilitate, the translation of business requirements from relevant business processes, gaining a developing understanding of the needs, measures, and risks & controls for the improvement area.

• Partners with change partners and key stakeholders to assist with preparing the business for the change and provides tactics and metrics for benefits, adoption, and risk. Leverages existing change management routines, as needed.

• Executes robust test plan (user acceptance testing, production validation).

• Demonstrates proficient knowledge in multiple business or system domains and capable of contributing to agile team at the project level.

• 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.

• 4 years of experience in process improvement, project delivery, business/requirements analysis or directly related to supported business operations/product line.

• Proficient knowledge of Microsoft Office products, applicable databases and project management tools.

• Proficient knowledge with multiple technical software delivery methodologies (i.e., Agile, Waterfall).

• Proficient Experience analyzing business requirements and ability to identify opportunities to streamline business processes in accordance with risk management framework and regulatory requirements.

• Proficient understanding of Process Engineering methodologies and Change Management practices.

• Experience working independently to gather business requirements, process flows and use cases to develop and deliver on business capabilities within the approved methodology, writing user stories, and following the development process through user story acceptance.

• Analytical and problem-solving skills with demonstrated ability to identify, analyze issues and prioritize solutions/decisions.

What sets you apart:

• Experience supporting contact centers and knowledge of contact center terminology.

• Experience with the administration of the quality management tool Gridspace.

• Experience with the administration of the workforce management tool NICE WFM.

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: $81,770- $156,290.

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.