Executive Director, CEO Member Relations

The Opportunity

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.

What you'll do

• 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 sensitive, high-visibility correspondence and interactions involving CEO-level leadership and executive stakeholders.
• Ability to quickly assess, understand, and navigate complex business issues, balancing strategic objectives, operational priorities, and member needs.
• Tactical, results-oriented mindset with a demonstrated ability to translate strategy into action and execute against critical business priorities.
• Deep commitment to member experience excellence, leveraging insights and feedback to drive advocacy, resolve concerns, and enhance engagement and satisfaction.
• Strong judgment and decision-making capabilities, particularly in handling escalated issues, regulatory concerns, and executive-level matters.
• Ability to influence and collaborate across functions, building partnerships to drive effective resolutions and organizational alignment
• US military experience through military service or a military spouse/domestic partner

Compensation range

The salary range for this position is: $147,750-$265,950.

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.