Development Product Owner - Mid Level

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 Development Product Owner supporting Contact Center Technology, you will serve as the direct representative of the business on a SAFe Agile team responsible for quality management and coaching applications. You will shape the product roadmap, translate business needs into well-defined features and user stories, prioritize the backlog, and guide solutions from discovery through acceptance and release. Working alongside business owners, subject matter experts, vendors, and technical teams, you will manage dependencies, address delivery challenges, and ensure requirements and decisions are thoroughly vetted, documented, and tracked.

Success in this role requires initiative, strong organization, sound judgment, and the ability to influence stakeholders while navigating competing priorities. Guided by USAA’s values of Service, Loyalty, Honesty, and Integrity, you will keep the member at the center, empower teams, work horizontally, take ownership, act decisively, and accelerate progress that strengthens the contact center experience for the military community and their families.

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. Relocation assistance is not available for this position.

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.

• Bachelor’s degree; OR 4 years of relevant education and/or experience.
• 4 years of experience in process improvement, project delivery, business/requirements analysis or directly related to supported business operations/product line.
• 2 years of experience as a Product Owner or in a closely related product role, with demonstrated success in presenting product vision, roadmaps, and key insights to executive leadership and effectively translating technical information into business impact.
• 2 years experience using Jira.
• 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:

• Strong acumen in contact center operations, including a deep understanding of industry terminology, workflows, and key performance indicators.
• Proven experience working with and integrating third-party vendor applications within a product ecosystem.
• Hands-on experience with various contact center applications, such as voice/telephony systems, Workforce Management (WFM) solutions, and Quality Management (QM) platforms.

Compensation range: The salary range for this position is: $85,040.00 - $162,550.00 .

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.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you’ll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don’t have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static_assets/Media/enterprise_hr_cpra_notice_at_collection.pdf) here.