Executive Director, CEO Member Relations

USAA
San Antonio
Workplace: HybridFull timeUSD 147,750 - 265,950Function: Executive & General ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Executive-level communication","Leadership","Strategic decision-making","Cross-functional collaboration","Judgment"]

Provide executive leadership for USAA’s member advocacy and complaint management function. Oversee complex member concerns, regulatory inquiries, and communications to senior leadership and the Board, ensuring accurate, timely responses. Drive improvements to complaint intake, monitoring, documentation, and communication to enhance member satisfaction, collaborating across stakeholders and partnering with Risk/Compliance and Legal. Lead people management and cross-functional projects impacting Member Relations and related business operations.

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FursaFursa
USAA
USAA
1 day ago

Executive Director, CEO Member Relations

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Last checked: 9 hours agoStatus: Live

Job Summary

Provide executive leadership for USAA’s member advocacy and complaint management function. Oversee complex member concerns, regulatory inquiries, and communications to senior leadership and the Board, ensuring accurate, timely responses. Drive improvements to complaint intake, monitoring, documentation, and communication to enhance member satisfaction, collaborating across stakeholders and partnering with Risk/Compliance and Legal. Lead people management and cross-functional projects impacting Member Relations and related business operations.
Location: San Antonio
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead a team responsible for intaking and/or resolving member and consumer/regulatory agency complaints and issues, ensuring timely, accurate responses.
  • •Drive strategic objectives by delivering enhancements to complaint intake, monitoring, documentation, and communication to improve member satisfaction.
  • •Collaborate with key stakeholders to influence decisions and deliver work needed to achieve strategic goals.
  • •Partner with Risk and Compliance and Legal on complaint policy, procedures, and legal/regulatory considerations.
  • •Oversee cross-functional projects and ensure performance against SLA/affiliate agreement metrics, including corrective actions and risk identification/controls.

Pay and Benefits

Salary: USD 147,750 - 265,950
Perks:Health InsuranceDentalVision401kPensionLife InsurancePaid LeaveParental BenefitsAdoption AssistanceVolunteer HoursPaid HolidaysWellness Stipend

Key Requirements

  • •Bachelor's degree; or 4 years of relevant education and/or experience.
  • •10 years of progressive experience managing member/customer communications and/or member complaints in a financial services environment.
  • •4 years of people leadership experience building, managing, and/or developing high-performing teams.
  • •Experience managing multiple communications platforms and channels.
  • •Comprehensive understanding of financial services industry compliance, regulatory requirements, emerging trends, and risk management guidelines for compliant complaint resolution.
Experience:10+ years
Education:Bachelor's
Skills:Executive-level communicationLeadershipStrategic decision-makingCross-functional collaborationJudgment

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn