About this role

Lead the strategy and modernization of USAA's member contact routing capabilities. You will analyze data to identify and resolve routing issues, improve member satisfaction, and leverage AI and automation to enhance the contact experience. This role requires strong analytical, product leadership, and cross-functional influence skills to drive measurable improvements.

What we are looking for

6

Own product strategy, roadmap, and performance for member contact routing, IVA, and telephony
Analyze routing and contact center data to identify and resolve misrouted contacts
Develop data-driven operating models with key performance indicators
Partner with business and technology teams to improve member journeys and satisfaction
Translate business needs into clear product requirements and priorities
Identify and advance opportunities for AI and automation in member contact

Work authorization

No visa sponsorship is available.