Director, Member Relations

USAA · United States

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 Seeking a Member Relations Director that will provide strategic leadership and operational oversight for complex member communications, including consumer and regulatory complaints, as well as executive and board-level correspondence. This role requires a proven ability to build and lead high-performing teams, manage strategic and operational plans to meet departmental metrics, and maintain a deep understanding of industry trends and regulatory compliance. Key responsibilities include collaborating with executive management and cross-functional partners to ensure timely and accurate complaint handling and resolution, preparing executive summaries and written responses that uphold USAA's brand, and fostering a culture of problem-solving and member advocacy. The Director will also oversee vendor performance, lead operational changes impacting the complaint ecosystem, engage directly with members on escalated matters, and ensure all business activities are managed within established risk and compliance frameworks. The ultimate goal is to drive resolutions, build member confidence and trust, and leverage insights for lasting solutions and enhanced member value. 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 or Colorado Springs, CO. Relocation assistance is not available for this position. What you'll do:

• Oversees and guides complex complaint handling for Member Relations advisors including intake of consumer and regulatory complaints/inquiries, controls, and Robotic Process Automation to ensure appropriate workload management and departmental metrics are met.
• Builds, develop, and leads a team of employees through ongoing execution of recruiting, development, retention, on time training, coaching and support, performance management, and managerial activities.
• Designs, communicates, and tracks strategic and operational planning and process implementation to ensure that Member Relations Advisors are knowledgeable of processes, goals, objectives and to ensure gaps are remedied to successfully achieve metrics and action plan results.
• Stays abreast of industry issues and the organization's strategic plan to appropriately lead complaint activities associated with members' concerns that reflect the changing market/competitive conditions while maintaining compliance with policies, procedures, and regulations.
• Provides recommendations and solutions to improve strategy, performance management, process, and technology consistent with complaint handling.
• Works with Executive Management Group to ensure consistent, timely, accurate, and appropriate complaint handling and coordinates with legal, compliance, risk, audit, and lines of business operations to ensure consistent and compliant handling of complaints.
• Confirms the timely and accurate review and/or preparation of executive summaries, member profiles for Chief of Staff, and written responses and ensures communications meet established standards of appearance and content to represent USAA's executive management group.
• Assists with the establishment and oversight of vendor performance measurements.
• Provides leadership and project support for operational and business model changes that impact Member Relations and the complaint ecosystem.
• Communicates directly with members on escalated matters.
• Leads the planning of member relations support at the Annual Members' Meeting.
• Oversees the Board of Directors and end-to-end complaint processes.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 8 years of experience in a financial services operational environment with relevant experience managing communications and/or member issues and complaints.
• 3 years of direct team lead, management, or leadership experience.
• Experience in business communications to include creating and delivering presentations to all levels of management.
• Subject Matter Expert in conflict resolution and/or de-escalation issues that are highly complex and may have regulatory implications.
• Experience managing multiple communications platforms and channels, and knowledge of applicable business operations, procedures and/or regulations in alignment with risk mitigation.

• Prior experience in complaint handling, with a deep understanding of effective resolution strategies and regulatory requirements within the financial services industry.
• Proven track record of delivering exceptional customer service, coupled with a comprehensive understanding of the operational landscape and customer expectations within a financial services company.
• Demonstrated expertise in communication principles, strategy, and execution, with a proven ability to edit and refine high-stakes written content for executive audiences, ensuring grammatical accuracy, stylistic consistency, and brand alignment.
• Exceptional ability to translate complex information into clear, concise, and impactful documentation and presentations tailored for executive management.
• Demonstrated expertise across multiple lines of business, with a deep understanding of their unique nuances, operational requirements, and regulatory landscapes.
• US military experience gained through military service or gained as a military spouse / domestic partner