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We are looking for a Program Manager Lead for the Bank Member Experience & Complaints Program, responsible for development, maintenance, and execution of Bank Complaint program procedures that operationalize the Enterprise Complaint Management Policy and provides Member Service Representatives (MSRs) and Advocates with tools and resources to identify, track, categorize, escalate, research, and resolve Bank complaints. You will be responsible for the oversight and governance of the complaints program. You must have experience and know in-depth the lifecycle of a complaints program and provide root cause analysis. This is an individual contributor position.
Leads the management, execution and delivery of large-scale programs (multi-year, large cost and scope, etc.) and/or the oversight and governance of programs to ensure alignment to the line of business strategic imperatives and to monitor program health. Works to achieve multi-year program deadlines, scope and overall program benefits. Defines multiple program strategies based on business demand and return on investment expectations.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position. However, we will consider work from home for a candidate chosen who is not located near a USAA office.
What sets you apart:
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: $120,550 - $230,400 .
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.
Full Time
$115k-153k (estimate)
05/13/2024
05/29/2024
usaajobs.com
SAN ANTONIO, TX
<25
2011
<$5M
Insurance
At USAA, our mission is more than just words its the reason we do what we do. Our goal is to be the military communitys provider of choice for insurance, banking, financial products and advice. Take a look back at our history and youll see a strong track record of providing members with the highest level of care and support. And were proud to continue helping them achieve better financial futures. Its that kind of dedication thats helped us grow to more than 35,000 employees. Share our passion for serving those who serve? Whether youre connected to the military or not, were always looking for... talented individuals to join our team.
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