Director, Consumer Fulfillment

Purpose of Job

We are currently seeking talented Director, Consumer Fulfillment for our San Antonio, TX or Phoenix, AZ facility.

Directly manages resources for the attainment of business goals and objectives, and/or may manage several units through subordinate managers. Fosters collaboration and leads employees and teams to achieve a shared member service vision. Proactively identifies improvements to products, processes and the delivery of service. Organizes and directs the execution of operational and strategic business plans. Serves as an owner of a business process and/or program.

Job Requirements

  • Maintains expert knowledge of Bank Consumer Lending products and regulations.
  • Identifies opportunities to improve products, processes and service delivery across all channels.
  • Coaches, mentors and positively influences employees and managers.
  • Demonstrates strong leadership, motivational, and interpersonal skills and models these qualities to employees, peers and upper management.
  • Identifies and develops high potential employees.
  • Directs department resources across all units to achieve service and relationship goals.
  • Responsible for new employee selection, employee development, performance evaluation, behavior modification and all manager related administrative functions in support of own team and others within the department as needed.
  • Develops and executes business plans based upon enterprise and Bank operational plan and vision.
  • Leads complex Bank and enterprise projects, programs and committees.
  • Communicates project plans and organizes and champions related changes by eliminating roadblocks to successful implementation.
  • Prepares and conducts project and program briefings to all levels of management.

Minimum Requirements

  • Bachelors' Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.
  • 8 or more years of experience in program/project management, process improvement, business analysis, or related function.
  • 3 or more years of direct team lead or management experience required.

*Qualifications may warrant placement in a different job level.*

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.


  • Strong working knowledge of overall Bank Deposit Products & Operations.  
  • Excellent project management and analytical skills with an ability to multi-task and manage competing priorities.
  • 5 years Leadership Experience. 
  • 5 years People Management Experience.
  • 2 years Risk Management Experience.
  • Excellent communication and presentation skills.

***Selected candidates will attend and complete the Management Development School program in San Antonio, TX, during their first six months in position.***

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.

At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

Relocation assistance is not available for this position.

For Internal Candidates:

Must complete 12 months in current position (from date of hire or date of placement), or must have manager’s approval prior to posting.

Last day for internal candidates to apply to the opening is 10/16/18 by 11:59 pm CST time.