Executive Director, CEO Member Relations

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.

As a dedicated ED, CEO Member Advocacy you will provide executive leadership for USAA's member advocacy and complaint management function, overseeing complex member concerns, regulatory inquiries, and communications addressed to senior leadership and the Board. Champions a best-in-class member experience by modernizing complaint processes, anticipating business and industry trends, and ensuring strong governance, regulatory compliance, and operational excellence. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in: San Antonio, TX. Relocation assistance is available with this role.

Leads a team responsible for intaking and/or resolving complaints and issues from members and consumer/regulatory agencies. Ensures responses to correspondence received for the organization, to include USAA's CEO, Executive Management and BOD, is thoroughly reviewed/researched for accuracy and delivered within a timely manner. Accountable for driving strategic business objectives through delivery of enhancements for complaint intake, monitoring, documenting, and communication that will improve member satisfaction. Collaborates with key stakeholders across the Association to influence decisions and drive work as needed to achieve strategic goals. Liaises with USAA Risk and Compliance and Legal teams on complaint policy, procedures, and legal/regulatory considerations that impact complaints in accordance with federal and state regulations. Oversees cross-functional projects involving operational and business model changes that impact Member Relations, Functions and Lines of Business, escalations, and servicing. Establishes and maintains performance in adherence with Affiliate agreements/SLA metrics. Acts quickly to take corrective action and directs the implementation of solutions to bring process performance to the next level when warranted. Builds and develops a team of employees 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: Bachelor's degree; OR 4 years of relevant education and/or experience. 10 years of progressive experience managing member/customer related communications and/or member complaints in a financial services operating environment. 4 years of people leadership experience in building, managing and/or developing high performing teams required. Experience managing multiple communications platforms and channels. Demonstrated experience communicating with and influencing executive management, to include Executive Leadership Team (ELT) and CEO Comprehensive understanding of the financial services industry, related compliance and regulatory requirements, emerging trends, and risk management guidelines necessary to achieve efficient and compliant complaint resolution. What sets you apart: Strong operations leadership experience with a proven ability to manage complex processes, drive continuous improvement, and deliver measurable business outcomes. Executive-level presence and communication skills , with experience managing