VP, Survivorship Contact Center

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 The Opportunity We are seeking an accomplished executive to lead our Survivorship Contact Center and the end-to-end experience for members, survivors, and beneficiaries following the loss of a loved one. This leader will oversee an organization of more than 200 employees dedicated to providing compassionate, expert, and timely support during one of life’s most difficult moments.

The Vice President will build a high-performing organization, modernize and simplify the survivorship experience, and drive strong member, employee, operational, financial, risk, and compliance outcomes. The successful candidate will be an empathetic, outcomes-focused leader who sets high standards, creates accountability, and keeps the member at the center of every decision.

This executive must be able to influence across a complex organization, secure resources and investment for strategic priorities, and communicate effectively with the CEO and other senior executives. 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.

What You’ll Do Set and execute the strategy for the Survivorship Contact Center and the end-to-end Loss of a Loved One experience. Lead a contact center organization of more than 200 employees with a focus on empathetic service, operational excellence, and strong performance. Build, develop, and retain a high-performing leadership team and workforce.

Modernize and simplify the survivorship experience by removing friction, streamlining processes, and improving coordination across the organization. Establish clear expectations and drive accountability for member satisfaction, service levels, quality, employee engagement, financial performance, risk, and compliance.

Use member feedback, employee insights, and operational data to identify root causes and improve performance. Develop compelling business cases and navigate enterprise planning and funding processes to secure the resources, technology, and staffing needed to advance the strategy.

Partner with Property & Casualty, Bank, Life Insurance, technology, operations, risk, and other teams to deliver a cohesive experience for members and beneficiaries. Communicate strategy, performance, risks, investment needs, and recommendations to the CEO and other senior executives. Ensure compliance with applicable laws, regulations, policies, procedures, and servicing standards.

What You Bring Bachelor’s degree or four additional years of relevant experience in lieu of a degree. Ten or more years of progressive experience leading large-scale contact center operations, member or customer service organizations, or other complex service-delivery functions. Eight or more years of people leadership experience, including building and developing high-performing teams.

Experience leading a large organization with multiple levels of leadership and significant frontline responsibility. Proven success leading business transformation, operational improvement, or major strategic initiatives in a complex, matrixed organization. Demonstrated ability to build business cases, navigate planning and funding processes, and secure resources for strategic priorities.

Strong financial acumen and experience with budgeting, forecasting, resource allocation, and investment prioritization. Experience using data and insights to improve member or customer experience and operational performance. Exceptional executive presence and written and verbal communication skills.

Demonstrated ability to influence senior leaders, build cross-functional alignment, and drive accountability and measurable outcomes. Proven ability to lead teams supporting people through sensitive, complex, or emotionally challenging situations with empathy, discretion, and sound judgment. What Sets You Apart Executive experience leading a contact center of comparable size and complexity.

Experience modernizing a contact center or service organization through process redesign, technology, automation, or workforce transformation. Experience with financial services, banking, property and casualty insurance, life insurance, estate services, beneficiary support, or bereavement services.

Military leadership experience, particularly leading large, complex organizations and delivering results through disciplined, mission-focused execution.

Leadership Attributes The successful candidate will be: Member-centered and deeply committed to empathetic service An experienced builder of high-performing teams and leaders Strategic, transformational, and operationally disciplined Accountable, decisive, and focused on measurable outcomes Skilled at influencing and working across organizational boundaries An exceptional executive communicator A values-led leader who models integrity, sound judgment, and the highest standards of performance Compensation range: The salary range for this position is: $217,520-391,540.

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. 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. Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.