Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

Redefine how we mange knowledge and communicate! USAA's Unified Command Center is seeking a dedicated Command Center Knowledge Manager-Senior Level to elevate our knowledge content strategy, lead complex knowledge-oriented projects, and develop and implement innovative communication efforts. This isn't just a job; it's a chance to shape our digital future, improve internal and external communication, and significantly impact our organization's success in contributing to USAA's continuous ability to provide exemplary service to our members. This role will become a key player in optimizing our knowledge and communication ecosystem.

Responsible for the creation and maintenance of related processes, analyzing data, and collaborating with team members and key collaborators to assess, enable, and implement effective content and Knowledge Management needs and solutions. Applies an advanced 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.

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

What you'll do:

• Leads complex individual and team knowledge-related projects and activities using project management methodology, such as for items related to the establishment and refinement of knowledge article lifecycle standard.

• Develops and delivers communication and engagement plans for customers and impacted collaborators.

• Identifies, engages, influences, and leads business collaborators and subject matter experts on process improvements across the Knowledge Management experiences.

• Independently uses Digital or Technology research, business and market intelligence, and data-driven insights to find opportunities, propose solutions, create and maintain roadmaps, and improve performance.

• Translates 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, epics, features) and drives execution strategy.

• Leads the development of Business Case artifacts and hypotheses for scoping and prioritization of Digital or Technology product and experience opportunities.

• Continuously demonstrates advanced data-driven problem-solving techniques and analytical difficulty to understand and report on product and experience performance against KPIs/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.

• Conducts internal and external research and conducts situational analysis to identify and apply industry standard processes and trends to increase effectiveness of Digital or Technology products.

• Maintains and applies advanced knowledge of the Business, Technology, UX, and relevant experiences and processes, and an academic understanding of Product Management.

• 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.

• 6 years of experience assessing, enabling, and implementing effective content and Knowledge Management needs and solution

• Demonstrated expertise in Digital/Technology Product Management to include Digital/Technology experience in Innovation, User Experience, Process Engineering, or Analytics.

• Awareness of how new communications, collaboration and information technologies effectively support Knowledge Management principles and processes

• Excellent listening, written, and oral communication skills; skillful facilitator and influencer

• Demonstrated experience in designing, building and maintaining highly impactful content and managing content strategies for internal teams

• Sophisticated knowledge of project management tools and methodologies. Demonstrated experience with identifying, tracking and managing project issues/challenges to include reporting on and resolving in a timely manner

• Excellent analytical skills and organization skills. Proven ability to be detail, deadline, and results-oriented

What sets you apart:

• Experience developing clear and concise communication to all levels, including senior leadership, tailoring messages effectively for diverse audiences.

• Experience with proactively sharing knowledge and lessons learned to improve crisis response and communication effectiveness.

• Experience using digital tools and platforms (collaboration tools, KM systems) to efficiently manage information and support seamless communication.

• Experience synthesizing complex information from multiple sources, producing actionable reports and knowledge assets for various needs.

Compensation range: The salary range for this position is: $85,040- $162,550.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.

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

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.

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, 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.