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.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
Works directly with Bank, Consumer Lending, Credit Card, Deposits, and Real Estate business teams to prioritize risk, compliance, control, and complaint management initiatives that drive business outcomes while ensuring adherence to the enterprise risk management framework and regulatory expectations.
Acts as the strategic lead for complaint insights, aggregating qualitative and quantitative complaint data across business lines to identify emerging trends, systemic risks, and early warning indicators. Serves as the voice of the customer by translating complaint themes, root-cause analyses, and risk indicators into actionable recommendations that improve member experience, strengthen controls, and influence business strategy.
Brings a data-driven approach to decision-making, issue management, and control oversight by leveraging risk assessments, complaint data, audit findings, incidents, and control testing results to identify key insights and prioritize remediation efforts. Executes and supports risk and control self-assessments, control evaluations, automated and manual control testing, and ongoing supervision of first-line business controls to ensure operational effectiveness and regulatory compliance.
Responsible for identifying, documenting, tracking, and validating issues and control failures across business units, facilitating remediation efforts, and ensuring corrective actions are effectively implemented and sustained. Advises business leaders on control design, control optimization, and risk mitigation strategies to strengthen the overall control environment and reduce risk exposure.
Leads root-cause analysis activities related to complaints, audit findings, operational incidents, regulatory matters, and control deficiencies to identify systemic issues, prevent recurrence, and drive continuous improvement. Develops and implements standardized complaint management, quality assurance, and risk diagnostic frameworks across the organization to promote consistency and improve oversight.
Prepares executive-level reporting, dashboards, and data-driven narratives that communicate the health of the control environment, complaint trends, risk exposures, remediation progress, and compliance status to senior leadership. Supports a culture anchored in transparency, accountability, continuous improvement, and learning by identifying opportunities for process optimization, testing and learning, automation, and enhanced risk management practices while delivering on strategic business commitments.
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: Plano, TX, or San Antonio, TX.
Relocation assistance is not available for this position.
What You'll Do
Maintains program strategies commensurate with the level of risk, size, and complexity to ensure individual efforts align with organizational goals.
Participates in analyses, root cause identification and development and recommendation of key work products.
Facilitates meetings with executive management and project sponsors to define solutions.
Negotiates agreements, settles disputes equitably and diffuses situations.
Adheres to EPMO processes, procedures, controls, standards, tools, and templates (as required).
Adheres to governance rigor required for work efforts.
Drives the adoption and sustainment of changes within the organization in compliance with USAA's Change Management methodology.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedure
What You'll Have
Bachelor's degree; OR 4 years of relevant education and/or experience.
4 years of project and / or program management experience including experience defining a new program.
Proficient experience in Principles of Project, Program or Portfolio Management to evaluate solutions that align with organizational goals.
Proficient knowledge of program efforts management tools and methodologies.
Understanding of risk management policies and procedures.
Proficient experience in USAA's change management methodology or similar industry change management methodology.
What Sets You Apart
Demonstrated experience leading enterprise issue management programs, including identifying, documenting, tracking, and validating the resolution of audit, regulatory, compliance, and operational findings.
Strong background in risk management, including development of risk assessments, identification of emerging risks, establishment of key risk indicators, and utilization of data-driven insights to support proactive risk mitigation and business strategy.
Proven expertise in control management, including risk and control self-assessments (RCSAs), control design and evaluation, control testing, remediation validation, and strengthening first-line control environments within a highly regulated financial services organization.
Experience leveraging complaint analytics and customer feedback data to identify emerging trends, perform root-cause analyses, establish early warning indicators, and influence strategic decisions that improve customer experience and reduce operational and compliance risk.
Experience building and presenting executive-level reporting, risk insights, and program results to senior leaders, regulators, and governance committees.
Prior U.S. military service or being a military spouse/domestic partner is highly valued.
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.
If you are an existing USAA employee, please use the internal career site in OneSource to apply.
Please do not @type your first and last name in all caps.
Find your purpose. Join our mission.
USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.
USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static\assets/Media/enterprise\hr\cpra\notice\at\collection.pdf) here.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
