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Knowledge Manager - Mid Level



San Antonio, TX, USA · San Antonio, TX, USA · Remote · Remote
Posted on Thursday, May 23, 2024


Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

We are seeking a dedicated Knowledge Manager for our Digital Experiences team.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX. Relocation assistance is not available for this position.

The Knowledge Manager is responsible for the creation and maintenance of related processes, analyzing data, and collaborating with team members and key stakeholders to assess, enable, and implement effective content and Knowledge Management needs and solutions. Applies an intermediate understanding of and defines requirements for the related Digital and Technology products. Works with cross functional team members in the development and implementation of key content management initiatives.

What you'll do:

  • Accountable for day-to-day management of a compliant, controlled, efficient, and effective process, including identifying and implementing refinements and solutions for knowledge-related processes and guidelines for processes with mid to high-level complexity.
  • Applies proficient knowledge of the industry and business and aligns business deliverable processes and capabilities with business needs.
  • Plans, coordinates, and executes activities for mid to high-level complex knowledge-related projects using project management methodology, such as for items related to the establishment and refinement of the knowledge article content standard.
  • Develops and delivers communication and engagement plans for customers and impacted stakeholders.
    Participates in development and/or maintenance of business analytics and decision support solutions to identify trends and opportunities for improvements to business process and customer processes.
  • Identifies, engages, influences, and leads business stakeholders and subject matter experts on process improvements within a particular Experience.
  • Assists with translating Digital or Technology product and experience opportunities (customer “needs” and “wants” as well as all other input forms into problems, gaps, etc.) into initiatives (i.e., requirements, features) and drives development of execution strategy.
  • Creates Business Case artifacts and hypotheses for scoping of Digital or Technology product and experience opportunities.
  • Continuously leverages data-driven problem-solving techniques and analytical rigor to understand and report on product and experience performance against KPIs and KRIs.
  • Generates meaningful insights through a variety of tools and resources to uncover areas of opportunity to inform Digital or Technology product and experience improvements.
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

  • Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
  • 4 years of experience assessing, enabling, and implementing effective content and Knowledge Management needs and solutions.
  • Demonstrated knowledge and application of Digital/Technology Product Management experience to include Digital/Technology experience in Innovation, User Experience, Process Engineering, or Analytics.
  • Proven understanding of Knowledge Management principles and processes with the ability to clearly articulate to others.
  • Strong communication and collaboration skills with demonstrated ability to communicate with all levels of management and staff.
  • Ability to use communication and collaboration skills and information management technologies effectively to navigate the information and knowledge environment.
  • Proficient knowledge of project management tools and methodologies.

What sets you apart:

  • US military experience through military service or a military spouse/domestic partner [optional]
  • Contact Center/Member Service Representative experience.
  • Business Process Management experience.
  • Quality Assurance experience.
  • Proficient in Agile Tools and methodologies.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

What we offer:

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $67,220 - $121,000.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.