Director, Product Management - Engagement, Deepening & Retention

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

Manages a team of individual contributors responsible for developing and advancing product strategies that drive member engagement, relationship deepening, and sustainable growth across the product lifecycle. Compiles, analyzes, and interprets data related to profitability, competitiveness, engagement, and performance to deliver strategic and tactical recommendations.

Responsible for defining core business questions and translating insights into actions that increase multi‑product adoption, reduce friction, and enhance the end‑to‑end member experience. Supports the ongoing optimization of existing products and may lead the development and launch of less complex new capabilities, partnering closely with cross‑functional teams while managing and prioritizing deliverables in accordance with Agile principles.

The Director, Product Management – Engagement, Deepening & Retention plays a key role in advancing Everyday Banking growth by deepening member relationships, increasing engagement across products, and improving long‑term retention across deposit and credit card portfolios.

This leader partners closely with Product organizations to help define engagement and growth vision, strategic guardrails, and member growth objectives. The role translates those strategies into actionable lifecycle and engagement initiatives and leads their delivery and activation across the end‑to‑end member journey.

Operating at both a strategic and execution level, the Director leverages customer insights, analytics, and market opportunities to drive measurable growth outcomes, while influencing across a complex, regulated, and highly matrixed enterprise environment.

This position is remote eligible. However, the ideal location is our San Antonio, Texas office.

Relocation assistance is not available for this position.

What You'll Do

Drive Growth & Deepening Strategy

• Partner with Product leaders to shape engagement and growth strategies that increase multi‑product adoption, usage, and lifetime value across Everyday Banking portfolios.
  
  

Lead Engagement & Lifecycle Initiatives

• Define and execute lifecycle engagement strategies that strengthen member relationships, improve retention, and accelerate growth through targeted, data‑driven experiences.
  
  

Translate Strategy into Execution

• Lead the delivery and activation of engagement initiatives across channels, ensuring strategies move from concept to implementation with clear ownership, prioritization, and measurable outcomes.
  
  

Member Journey & Experience Enablement

• Enhance the end‑to‑end member journey by partnering with Product, Digital, Marketing, Analytics, and Operations teams to improve Everyday Banking experiences.

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• Use data and member insights to identify and remove friction points, improve usability, and enable stronger engagement across products and channels.
  
  

Data‑Driven Growth Optimization

• Leverage behavioral, transactional, and performance data, along with experimentation and testing, to identify growth opportunities and continuously optimize engagement and retention outcomes.
  
  

Cross‑Functional Leadership

• Influence and align stakeholders across Product, Marketing, Digital, Analytics, Risk, Finance, Operations, and Technology to ensure engagement and growth strategies are executed effectively and consistently.
  
  

People Leadership

• Build, develop, and lead high‑performing teams through recruiting, coaching, performance management, and ongoing development.
  
  

Risk & Compliance Oversight

• Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
  
  

What You Have

• Bachelor's Degree in Business, Marketing, Supply Chain, Statistics, or related discipline; OR 4+ years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8+ years of relevant industry experience in Actuary, Underwriting, Marketing, Distribution or Sales/Service, Finance/Accounting Operations, or Financial Services
• 4+ years of product management or similar strategic management experience (including direct support in managing product performance)
• 3+ years of direct team lead or management experience
• 3+ years of data visualization experience (e.g., Tableau)
• Knowledge of relevant laws and regulations (e.g., FDIC, CFPB, OCC)
• Experience owning, forecasting, and managing a product P&L

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• Experience conducting market research to create product roadmaps, make product decisions, and iterate rapidly
• Expert knowledge of applicable product‑related regulations and risk and compliance requirements
  
  

What Sets You Apart

• Experience driving engagement, deepening, or retention initiatives within deposit or credit card products
• Experience working for a top tier consulting organization
• Background in lifecycle management, engagement strategy, or customer experience optimization
• Experience enhancing end‑to‑end member journeys using data and insights to remove friction and enable engagement
• Strong understanding of customer behavior, segmentation, experimentation, and analytics‑driven decision making
• Demonstrated ability to translate engagement and experience strategies into measurable growth and financial outcomes
• Experience partnering closely with product, digital, and analytics teams to execute journey improvements
• Experience influencing outcomes across complex, matrixed organizations
• Experience operating within large, regulated financial institutions
• US military experience through military service or a military spouse/domestic partner
  
  

Compensation range: The salary range for this position is: $143,320 - $273,930

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.