Director, MarTech Inbound/Outbound & CRM

USAA • Tampa, FL

6d • Hybrid

About The Position

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 Director of Marketing Technology Inbound/Outbound & CRM, you will leads the Association-wide transformation of inbound and outbound marketing and sales engagement capabilities, driving a bold vision and strategy that aligns with long-term business goals and evolving customer expectations. Owns and innovates the implementation of platforms such as CRM systems, Adobe Campaign, Salesforce Marketing Cloud, and outbound channel tools for email, SMS, and call outreach - ensuring seamless integration within the broader MarTech ecosystem. Champions a data-driven, customer-centric approach to engagement by designing scalable, compliant, and personalized communication strategies across channels. Oversees a portfolio of inbound and outbound solutions, ensuring alignment with marketing, sales, and digital transformation initiatives. Builds strong executive partnerships across business units to accelerate adoption, foster innovation, and deliver measurable impact on customer acquisition and retention. Serves as a mentor and thought leader for senior teams, inspiring excellence and continuous improvement. Ensures a streamlined, future-ready engagement infrastructure that evolves with industry trends and positions the organization at the forefront of omnichannel marketing and sales enablement. 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, or Tampa, FL. Relocation assistance is not available for this position.

Requirements

• 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.
• 8 years Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing; OR an Advanced degree and 6 years of Digital/Technology Product Management experience, to include Digital/Technology experience in Strategy/Planning, Innovation, User Experience, Process Engineering, Analytics, and/or Research/Testing.
• 3 years of direct team lead or leading matrixed or cross-functional teams.
• Demonstrated ability to think strategically, communicate effectively, and leverage and influence leadership and cross-functional teams to develop and execute product strategy.
• Solid business acumen combined with strong technical and customer experience foundations.
• Knowledge of Technology/Digital products and/or emerging technology platforms, applications, data analysis and research techniques, and standards.
• Demonstrated ability to work in an Agile, Lean Product Development and Lean Portfolio Management environment.
• Knowledge of digital and technology strategy and delivery as it relates to Experience Design concepts and Human Centered Design concepts, roadmap development, journey mapping, competitive analysis and research, and situation analysis methods.
• Ability to excel in a dynamic environment with shifting priorities and a high degree of independence.
• Demonstrated people management skills.

Nice To Haves

• Proven Leadership in Omnichannel Marketing Transformation 8+ years of experience leading inbound and outbound marketing initiatives, with a track record of driving adoption and measurable business impact.
• Expertise in CRM and Outbound Platforms Hands-on experience implementing and managing tools such as Salesforce CRM, Adobe Campaign, and Salesforce Marketing Cloud, including advanced configuration and optimization.
• Omnichannel Strategy & Execution Deep understanding of outbound channels (email, SMS, outbound call) and inbound engagement strategies, ensuring seamless customer experiences across touchpoints.
• Integration Across MarTech Ecosystem Strong ability to connect CRM and outbound capabilities with CDP, decisioning engines, and analytics platforms for unified customer journeys.
• Data-Driven Personalization Experience leveraging segmentation, dynamic content, and automation to deliver personalized campaigns at scale.
• Compliance & Governance Leadership Expertise in managing regulatory requirements and consent frameworks for outbound communications.
• Executive Stakeholder Engagement Proven success influencing senior leadership and building enterprise-wide partnerships to align technology investments with strategic business goals.
• Agile Delivery Expertise Experience leading agile teams and managing complex backlogs for multi-platform implementations, ensuring timely delivery and business alignment.
• US military experience through military service or a military spouse/domestic partner

Responsibilities

• Attracts, selects, and develops a Digital or Technology Product Management team in the attainment of product and experience goals and objectives.
• Manages day to day activities of the Digital or Technology product management team or and actively manages resources to ensure optimal efficiency and effective delivery.
• Responsible for end-to-end technology and digital product management activities for a product portfolio, or product line or group, or a major market segment or "vertical" market.
• Sets new Digital or Technology product strategies and leads team to define product strategy for a product portfolio, product line or group and oversees the development, analysis, and alignment of product strategy and roadmaps.
• Applies product management expertise in state-of-the-art digital and technology domains.
• Improves the business outcomes of the team by injecting strategic and innovative thinking in digital and technology product and service solutions.
• Guides teams in implementing data-driven methodologies across multiple channels, including emerging technology and mobility, to optimize end user experiences to drive KPI/KRIs.
• Guides team in developing best-in-class practices, tools, and processes to collect data, member feedback, derive insights, and inform product decisions.
• Leads team to effectively manage ambiguity, and influence others to drive clarity, solutions, and execution plan among team and stakeholders.
• Collaborates with and influences senior leaders, Digital or Technology product managers, developers, vendors, designers and other stakeholders to ensure successful product strategies and product/ feature launches.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director