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Job Description
Join USAA as an Executive Director, where you will lead the Bank Sales and Service Contact Center, driving member experience and operational excellence. Embrace a fulfilling career with a commitment to service, integrity, and impact in the military community.
Key Responsibilities
Oversee the Bank Sales and Service Contact Center operations
Achieve compliance standards and operational expectations
Lead cross-functional teams to improve member experience
Coach and mentor leaders within the Bank Contact Center
Develop innovative solutions for continuous improvement
Manage member relationships and drive growth
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 and executing large-scale programs
Deep understanding of banking regulatory environment
Strong technical aptitude and analytical skills
Experience managing large and/or multi-site contact centers
Preferred Qualifications
Support transformation
Operational efficiency strategies
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 benefits and adoption assistancePaid time off program with holidays and volunteer hoursWellness programsCareer path planning and continuing education