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Job Description
Join USAA as an Executive Director in the Customer Service sector, where you'll lead a dynamic team to enhance member experiences and drive compliance in a contact center environment. Enjoy a flexible work environment with competitive compensation and comprehensive benefits while making a meaningful impact in the military community.
Key Responsibilities
Builds and oversees the Bank Sales and Service Contact Center
Achieves Enterprise standards for Contact Center compliance
Leads cross-functional teams to improve member experience
Manages large-scale member contact organizations
Coaches and mentors leaders within the Bank Contact Center
Develops understanding of member experiences and competitive environment
Executes operational expectations for contact center environment
Increases depth of member relationships in compliance
Required Qualifications
Bachelor’s Degree or 4 years of related experience
10 years of progressive contact center experience in financial services
4 years of people leadership experience
3 years of experience developing strategy for large-scale programs
Deep understanding of banking regulatory environment
Preferred Qualifications
Support transformation
Operational efficiency strategies
Strong focus on employee and leadership experience
Internal Audit Experience
Change Management Experience
Experience leading large teams of 500 plus
US military experience
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off with holidays and volunteer hoursWellness programsCareer path planning and continuing education