[Remote] Executive Director, Business Excellence (Sales & Services)

Note: The job is a remote job and is open to candidates in USA. USAA is committed to empowering members to achieve financial security. The Executive Director, Business Excellence for Bank OMNI Sales and Service is responsible for managing vulnerabilities within the BOSS business and ensuring operational resilience through effective processes and data-driven insights. Responsibilities • Oversee key initiatives and accelerate the strategic execution of key cross-functional workstreams • Develop and maintain an end-to-end strategy to improve the use of employee feedback as a key element of our process improvement efforts and target state design • Effectively implement a process that can be used horizontally, at scale, across the Bank to improve the pull-through of innovative ideas from our employees • Design integrated communication plan to provide employees feedback on the outcome of their ideas • Ensures effective oversight, governance, risk identification, and compliance in place to monitor channel performance; identify, measure, and report on performance targets • Enable target-state employee and member experiences and operational excellence through effective process management, change delivery, and communications • 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 Skills • Bachelor's 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 channel or large-scale sales, service, or operations experience within a highly regulated environment • 3 years of experience in sales/service effectiveness or performance analytics and reporting, including experience providing trends/solutions in a contact center or large operations environment • 4 years of people leadership experience in building, managing and/or developing high-performing teams is required • Ability to develop successful relationships with internal stakeholders and negotiate and influence at all levels of the organization • Experience leading through change and communicating effectively at scale • In-depth knowledge required of financial industry laws, rules, and regulations as well as regulatory guidance on processes, programs, and operations • Experience in contact center operations • Experience in first and second-line operational risk/compliance • Deep Familiarity with bank risk programs • Leadership experience • US military experience through military service or a military spouse/domestic partner Benefits • 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 • Various wellness programs • Career path planning and continuing education Company Overview • USAA is a financial services company. It was founded in 1922, and is headquartered in San Antonio, Texas, USA, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship • USAA has a track record of offering H1B sponsorships, with 247 in 2025, 151 in 2024, 77 in 2023, 150 in 2022, 10 in 2021. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job