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Job Description
Join USAA as an Executive Director where you'll lead the Bank Sales and Service Contact Center with a focus on delivering exceptional member experiences. This role emphasizes strategic direction, compliance, and continuous improvement while fostering a culture of excellence and teamwork. Enjoy a flexible work environment while making a significant impact in the financial services industry.
Key Responsibilities
Oversee the Bank Sales and Service Contact Center
Achieve compliance and performance standards
Lead cross-functional teams to improve member experience
Develop and implement strategies for member engagement
Coach and mentor leaders within the Bank Contact Center
Identify and recommend innovative solutions for continuous improvement
Manage operational expectations for contact center environment
Increase member relationships and product engagement
Ensure risk management 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
Strong focus on employee and leadership experience
Internal Audit Experience
Change Management Experience
Transformation and delivery Experience
Issues and Risk Management Experience
Experience leading large teams of 500 plus
US military experience
Benefits & Perks
Comprehensive medical, dental and vision plans401(k) and pensionLife insuranceParental benefitsAdoption assistancePaid time off program with paid holidays16 paid volunteer hoursWellness programsCareer path planning and continuing education