Digital / Technical Product Manager Senior – Investment Services Company (ISCO) Digital and Design Team
Core
Senior Product Manager driving end-to-end member experiences for USAA's Investment business, focusing on automated chat, IVR, and voice-to-chat solutions across multiple platforms.
Role type
Senior Digital/Technical Product Manager
Builds
Automated chat responses, IVR responses, voice-to-chat solutions, and multi-platform member communication experiences
Domain
Financial Services / Investment Management / Digital Communications
Deliverable
product features
Required skills
Digital/Technology Product Management, Strategy & Planning, User Experience (UX), Process Engineering, Analytics, Research/Testing, Agile/Lean Product Development, Roadmap Development, Journey Mapping, Competitive Analysis, Experience Design, Human Centered Design
Preferred skills
Investment management/brokerage industry experience, Virtual assistant/IVR/chat platform development, Digital servicing for brokerage/managed money accounts, Industry trend analysis in Investment
Technologies
Chat platforms, IVR systems, Voice-to-chat solutions
Responsibilities
Develop and enhance differentiating customer service experiences spanning multiple platforms; Partner with cross-functional teams to build and execute new experiences on time and within budget; Manage Digital Processes for specific value streams within the ISCO portfolio; Facilitate discovery, delivery, and performance of digital and technology products; Optimize existing products and experiences to drive KPIs and KRIs; Employ User Centered Design and Design Thinking methodologies; Develop product strategy, vision, and goals; Lead cross-functional product teams to discover and build new products and features.
Seniority
Senior, hands-on IC