Senior Director, Contact Center Operations

Why USAA?

Have you got what it takes to succeed The following information should be read carefully by all candidates. 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.

The Opportunity

As a dedicated AVP, Contact Center Enablement, you will be accountable for leading strategic functions that support frontline service delivery, including workforce management, quality assurance, training, compensation, compliance, and tool optimization for Member Service Representatives (MSRs). Ensures operational efficiency, service consistency, and a member-first culture. Collaborates with cross-functional leaders to align enablement initiatives with organizational goals, regulatory standards, and member experience expectations, driving continuous improvement and measurable outcome.

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, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is available for this position.

What you'll do :

Leads and optimizes workforce management strategies across all contact centers, encompassing staffing models, scheduling, and capacity planning to ensure efficient operations, optimal resource utilization, and alignment with forecasted demand.

Develops manages and continuously improves Quality Assurance (QA) frameworks to monitor service interactions, assess standards adherence, integrate performance feedback and service quality data, and identify opportunities for performance improvement in partnership with various stakeholders.

Accountable for managing MSR licensing and credentialing processes to ensure compliance with regulatory and internal standards.

Leads the development and continuous improvement of MSR tools, scripts, and resources to support consistent and effective new member interactions.

Responsible for creating, implementing and continuously improving comprehensive training and coaching programs for MSRs, ensuring alignment with servicing strategy and member experience goals.

Tracks and analyzes core performance indicators (e.g., staffing utilization, forecast accuracy, handle time) to inform strategic planning and operational decisions.

Serves as a strategic partner to various executive stakeholders ensuring consistency, scalability, alignment with deepening and servicing goals and enablement initiatives across all relevant organizations.

Partners with HR stakeholders including the CHRO to develop and implement comprehensive compensation models and incentive programs that drive frontline MSR engagement and performance.

Responsible for promoting a member-first mindset across all enablement activities, modeling adaptability and a disciplined focus on outcomes that enhance member satisfaction and experience.

Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have :

Bachelors Degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

10 years of progressive experience in contact center operations, management, and enablement.

6 years of people leadership experience in building, managing and / or developing high-performing teams.

Demonstrated expertise in workforce management principles and practices, including forecasting, scheduling, capacity planning, and real-time management.

Proven expertise in workforce management, including staffing models, scheduling, and capacity planning.

Demonstrated success in quality assurance program development and performance improvement initiatives.

Experience designing and implementing training, coaching, and enablement programs for frontline teams.

Deep understanding of contact center technologies and tools, including CRM systems, call routing platforms, and performance monitoring software.

Track record of cross-functional collaboration with senior leaders to align operational strategies with organizational goals.

What sets you apart :

Strong Workforce Management Experience

Quality Assurance Experience

Skillfully have built Teams within large contact center

US military experience through military service or a military spouse / domestic partner

Salary : The salary range for this position is : $169,880-$305,780.

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.