Digital/Technical Product Manager Senior – Live Chat
Core
Lead strategy, discovery, and delivery of digital live chat experiences to enhance member engagement and operational efficiency for USAA's military community.
Role type
Senior Digital/Technical Product Manager (Live Chat)
Builds
Multi-platform live chat solutions and related communication channels
Domain
Financial services / Contact center technology
Deliverable
product features
Required skills
Product strategy, roadmap development, user experience design, Agile/Lean product development, data analytics, stakeholder management, risk management
Preferred skills
Contact center platform expertise, SQL/Elastic/Grafana proficiency, full product lifecycle leadership
Responsibilities
Drive strategy and roadmap for Live Chat capabilities; translate member needs into actionable product requirements; partner with cross-functional teams to deliver scalable digital solutions; analyze product performance using KPIs and data insights; develop business cases and success metrics; influence senior leaders on strategic recommendations; ensure risk and compliance adherence
Seniority
Senior, hands-on IC