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Digital Voice, Executive Director
USAA
San Antonio, TX, United States
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Purpose of Job
The ED, Digital Voice will be responsible for development, operations and strategic direction for USAA’s voice platforms. Leads teams to transform the current IVR platform into an omni-channel experience that bridges mobile, dotcom, IVR and contact center routing and containment into a seamless experience as members transition into Voice, and back to Digital or to the Contact Center. Aligns Enterprise, CoSA, contact center and digital objectives to maximize the strengths of each channel to improve digital containment on low complexity, low emotion interactions and promote contact center delivery only when member need us most.
Serve as subject matter expert on the entire member journey from Digital, to IVR, to Contact Center and is accountable for the performance of interactions through the funnel. Responsible for leading teams to deliver roadmaps, experiences and plans for product, servicing, routing and containment goals. Create, develop and sustain productive business relationships internally with contact center leaders, experience owners, marketing and other supporting functions. Represent digital in executive meetings. Provide thought leadership on performance and emerging trends in digital and voice experiences. Act as a single point of contact for all internal stakeholders and present knowledge within the digital voice domain.
Job Requirements
• Builds and sustains Enterprise and CoSA relationships. Acting as the single point of contact for all internal partners/customers including, Contact Center, CoSA, Client Managers and Product Experience Owners for all Digital Voice related topics.
• Monitors and delivers agreed upon digital acquisition, servicing, and Voice performance goals for products, services and transactions across Digital and Voice platforms.
• Manages prioritization and tradeoffs among member experience, performance and operational support requirements.
• Recruits and develops top tier digital product management talent to continually maintain and transform USAA’s Digital Voice presence.
• Leads and develops professional level employees.
Required:
• Bachelor's degree required; 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
• 10 or more years of progressive related experience in product acquisition, deepening and servicing experience in a digital environment developing strategies, managing major initiatives and delivering results within a complex matrix environment required.
• 4 or more years of people leadership experience in building, managing and/or developing high performing teams required.
• Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals required.
• Executive level business acumen in the areas of business operations, industry practices and emerging trends required.
Preferred Requirements
• 4 years of Digital experience
• 10 years of experience with Interactive Voice Response technologies
• Proven track-record in managing digital products using Digital Product Management discipline
• Ability to apply statistical methods to analyze data and help make business decisions
• Possesses a technical aptitude as it relates to Digital Channels and other Distributed Platforms
• Demonstrated ability to drive innovation; taking a solution from idea to implementation
In addition to the requirements mentioned above, candidates are also evaluated against job related competencies that are aligned with performance expectations for this role. These competencies are referred to as The USAA Standard and are contained in the attached addendum.