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As a Fortune 200 financial services company with more than $113.5 billion in owned and managed assets, USAA is on a mission - to facilitate the financial security of our members, the men and women of the U.S. military and their families worldwide. Headquartered on a showcase campus in San Antonio, TX, USAA attributes its long-standing success to its most valuable resource, our 22,000 employees. They are the heart and soul of our member-service culture.
Recently Ranked #2 by Business Week in Customer Service , we are recognized for the superior service we provide to our members, and the exemplary work environment we provide for our employees. Everything that happens at USAA is based on our core values: Service, Loyalty, Honesty, and Integrity. These are the foundations of how we do business with our members, as well as how we treat each other.
We are currently seeking talented Senior Healthcare Channel Manager for our San Antonio, TX facility.
PURPOSE OF JOB
Manages channel sales and service facets focused on increasing product acquisition, self-service adoption and exceptional member experience by leveraging business stakeholder partnerships and technical resources. Facilitates cross-functional teams in the development and delivery of exceptional member experiences through management and support of the end-to-end performance of specific channels. Develops strategies for acquisition and servicing by translating business and member needs into multi-channel capabilities. Works closely with cross-functional stakeholders and applies expert product/domain knowledge to achieve revenue and member satisfaction goals which are accomplished by optimizing product performance across multi-channels to include championing efforts, securing funding, and influencing the budgeting portfolio. Independently, under minimal supervision, performs complex work assignments and problem resolution across systems, processes or channels within budget constraints. Accountable for achieving business product/domain goals. As a key contributor, critical to the achievement of team/organization goals, serves as a mentor and provides guidance to peers and less experienced team in the development and delivery of their work products.
Collaborates with business partners/staff agencies to understand current and future business needs requiring multi-channel solutions and influence product development and channel strategy. Manages stakeholder relationships and drives results for specified goals. May facilitate or lead requirements gathering activities.
Develops and coordinates product/domain strategies. Identifies opportunities to improve multi-channel member experience by gathering and analyzing data, and partnering with appropriate areas to develop solutions. Identifies and troubleshoots issues. Implements multi-channel solutions, which may include design, test, and execution support.
May perform vendor relationship management through metrics, marketing, VOC, strategic planning and Performance Evaluator (PE).
Serves as a resource to resolve escalated issues related to channel sales and servicing. Navigates obstacles to deliver channel results, which may include providing technical direction in highly complex, operational emergencies and recoveries.
Researches and identifies industry best practices and trends to increase effectiveness. Acquires, maintains and applies advanced knowledge of the business, its products and processes, and expert knowledge of Channel Management.
Provides business leaders with insight and recommendations on project-related issues. Prepares and delivers business recommendations to various levels of leadership. Minimum Requirements
Bachelors degree (or equivalent work experience).
6+ years relevant work experience.
5+ years relevant Multi-Channel design or systems experience.
Advanced knowledge of Research Techniques.
Advanced knowledge of Project Management process.
Advanced knowledge of Business Case Development.
Advanced knowledge of CBA development.
Advanced knowledge of Multi-Channel technology platforms, applications and standards.
Advanced knowledge of design concepts. Preferred
Bachelors plus 10+ years relevant work experience.
Masters plus 6+ years relevant work experience.
Advanced knowledge of technical architecture.
Advanced knowledge of Marketing.
Healthcare Insurance expertise.
5+ years of healthcare insurance industry experience. 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.
At USAA our employees enjoy one of the best benefits packages in the business, including business casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.
USAA also offers a variety of on-site services and conveniences to help you manage your work and personal life, including seven cafeterias, two company stores and three fitness centers.
Relocation assistance is available for this position.
Qualified applicants must successfully complete a pre-employment background and drug screen.
USAA is an Equal Opportunity/Affirmative Action Employer.
Percentage of Travel:
Less than 25%
USAA - 22 months ago
FOR OUR VETERANS:
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