Customer Service Advisor

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.

The Opportunity

Join our top-rated Life Company team with over 60 years of dedicated service to veterans and their families. Our team is comprised of highly experienced professionals deeply committed to serving the military community. Come be part of an organization dedicated to serving more members, serving them well and helping each other succeed!

USAA is seeking a talented Manager, Workload Planning and Forecasting , who will be responsible for managing and guiding teams to support operational workforce planning/management and forecasting activities. This position will establish effective relationships with internal and external partners to ensure processes, procedures and systems provide accurate and reliable workforce management for USAA operational environments.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based on the San Antonio, TX., Phoenix, AZ., or Tampa, FL, Campus. Relocation assistance NOT available for this position

What you'll do:

• Responsible for maintenance of process taxonomy inventory and appropriate effective execution of documented controls.

• Leverages relationships with internal and external business partners to proactively identify and provide consultation on operational performance opportunities related to scheduling, forecasting and capacity planning, and real-time monitoring.

• Serves as the primary partner for monitoring supplier performance, ensuring delivery meets established metrics and escalating any issues or risks to leadership.

• Conducts regular oversight of contracted processes to identify efficiency gaps, recommend optimization opportunities, and help reduce third party vendor costs.

• Applies understanding of business goals to guide workload strategies, capacity planning, and the delivery of work assignments that support performance objectives

• Ensures workload forecasts and schedules are timely, accurate, and consider channel inputs and business injects.

• Sets direction for reporting design, nomenclature, approach, requirements gathering, end user communications protocols, release schedules, quality assurance and change management process.

• Provides analysis and strategic consulting that aligns operational performance with association initiatives and capabilities.

• Identifies, provides oversight, and performs forecasting analysis/data mining on special business topics (Marketing ROI and optimization, fulfillment process/productivity improvements, demand forecasting, customer segmentation, etc.) and partners with internal and external areas (Finance, Line of Business (LoB) or Functions, HR, etc.).

• Provides oversight for special projects such as process definition, process improvement or client satisfaction.

• 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.

What you have:

• Bachelor's degree OR 4 years of relevant education and/or experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. (Total of 10 years of experience without bachelors degree).

• 6 years of experience in strategic supplier or workforce management.

• 2 years of direct team lead, supervisory or management experience.

• Current knowledge of workforce management best practices, centers of excellence, and workforce management software.

• Ability to effectively perform in a fast-paced, deadline-oriented work environment.

• Experience and knowledge of call center dynamics, including workload demand forecasting, staffing, queues, schedule preferencing, data analysis and performance metrics with the ability to explain data insights to senior leadership and internal and external stakeholders.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner

• Direct experience leading Workforce Management teams responsible for schedule planning and administration, skilling, and real-time management within a complex contact center environment.

• Proven success driving workforce management transformation initiatives, including process redesign, operating model improvements, technology enhancements, or transitions.

• Demonstrated ability to lead change within established organizations by building alignment, overcoming resistance, and driving adoption of new workforce management strategies and processes.

• Experience translating workforce management insights into business decisions and influencing leaders across operational, functional, and executive levels.

• Strong leadership presence with a decisive, action-oriented approach that balances strategic thinking with hands-on execution while fostering accountability, team engagement, and results.

Compensation range: The salary range for this position is: $93,770 - $168,700

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. The actual salary for this role may vary by location.

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.

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.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.