Director, Business Process Ownership - Omni Enablement

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.

The Opportunity

As a dedicated Director, Business Process Ownership for Omni Enablement, you will oversee a team of business professionals that are responsible for the end-to-end aspects and overall ownership of assigned processes. Guides team members to collaborate with enterprise partners in the facilitation and development of business rules, gathering of requirements, artifacts and process management. Guides team members in the ownership of assigned processed to include, capturing, documenting and sustaining processes. Maintains compliance with policies, procedures and regulations.

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 locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Responsible for leading a team that is focused on process ownership and improving business results by identifying process gaps and opportunities, recommending solutions and developing and monitoring key process performance indicators.
• Aligns with enterprise partners to define backlog and present the business case to compete for funding and ultimately ensure execution to output. 
• Ensures the backlog is prioritized in accordance with business deliverables.
• Defines, develops and evaluates performance metrics to establish process success, and engages stakeholders to ensure cohesive and continuous alignment to measures of success. 
• Utilizes and oversees reporting, data, and analytics to measure process and project performance, adjust services and operational activities, and inform key stakeholders.
• Ensures risk mitigation is a top priority by diagnosing and quickly resolving risk opportunities. Influences business unit and business processes to address risk across all activities.
• Using prescribed project execution methodologies such as Agile, Six Sigma, Lean, and Waterfall, collaborates with process stakeholders to ensure timely execution of deliverables to improve or design-controlled processes.
• Manages identifies business process risks and oversees that appropriate controls are captured, documented, sustained and ultimately mitigated.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
• 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 experience with process improvement and design methodologies, e.g. Six Sigma and Lean, business operations, risk management, quality assurance and control, or internal audit (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• 3 years of direct team lead, supervisory or management experience.
• Experience leading and/or participating in programs/projects, business process owner/consultant efforts in a dynamic environment.
• Extensive experience in the application of process management methodologies, standards and policies within a regulated environment.
• Knowledge of operational risk management practices.
• Organizational agility; with demonstrated ability in developing partnerships across a complex business landscape, while utilizing/ implementing Lean and continuous improvement methodologies.
• Experience gathering and assessing set of performance metrics to ensure both efficient and effective processes.

What sets you apart:

• Process Optimization & Insurance Professional Experience: Lead end-to-end process analysis and design to optimize the Insurance Professional experience for insurance products and enhance the member journey.
• Tech-Driven Solutions: Work with technology partners to develop and implement technology-enabled solutions for process improvement.
• KPI Management & Data Analysis: Establish and manage KPIs, analyze performance data to drive improvements, and enhance member experience.
• Cross-Functional Leadership: Lead initiatives, influence stakeholders, and collaborate effectively across Product, Technology, Operations, Risk, and Compliance.
• Risk & Compliance Focus: Ensure Insurance Professional (contact center) processes meet strategic goals while maintaining robust risk mitigation, compliance, and regulatory adherence.
• Change Leadership: Manage projects and lead change initiatives to foster continuous improvement and innovation.
• Insurance Industry Expertise: Demonstrate deep understanding of insurance products, processes, and strategic objectives.
• Automation & Efficiency: Identify and implement automation opportunities to streamline Insurance Professional processes and boost performance.
• US military experience through military service or a military spouse/domestic partner.

Compensation range: The salary range for this position is: $127,310 - $243,340. 

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.