AVP, Service Operations – Business Engagement

USAA

AVP in Service Operations leading strategic partnerships and service delivery in financial services. Responsible for engagement, performance, and operational resilience across lines of business.

Posted 7/24/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesLead💰 $195,230 - $351,410 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strategic leadership in Production Management, focusing on operational strategy, service delivery, and resiliency objectives while fostering trusted advisor relationships with executive stakeholders. Capable of driving operational maturity and aligning service management practices with business priorities in highly regulated environments.

Highest-signal resume keywords

Strategic LeadershipOperational ExcellenceService ManagementPeople LeadershipExecutive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technology OperationsBusiness Relationship ManagementOperational Performance IndicatorsOrganizational TransformationChange Management

Soft Skills

Influencing Decision-MakingBuilding Trusted RelationshipsStakeholder Engagement

Tools & Technologies

ITSMObservabilityEvent ManagementAutomationOperational Analytics

Industry Keywords

Financial ServicesRegulated EnvironmentsOperational RiskService Delivery CapabilitiesResiliency Planning

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide strategic leadership for Production Management engagement across multiple Lines of Business, ensuring operational strategy, service delivery capabilities, resiliency objectives, and customer experience goals align with business priorities.
Influence enterprise and Line of Business leaders to establish operational priorities, investment strategies, and service support models that improve business outcomes and operational effectiveness.
Act as a trusted advisor to executive stakeholders on service reliability, operational risk, technology resiliency, and Production Management performance.
Partner with business and technology leaders to understand upcoming initiatives, strategic programs, product launches, and organizational changes that may impact Production Management support requirements.
Serve as a strategic demand-management partner, ensuring Production Management capabilities evolve in alignment with business growth, technology modernization, and enterprise transformation initiatives.
Translate business strategies into operational readiness requirements and service delivery capabilities.
Accountable for successful adoption, execution, maturity, and continuous improvement of the Production Management operating model across assigned Lines of Business.
Drive consistency in stakeholder engagement, service management, resiliency practices, issue management, and operational transparency.
Identify adoption gaps and influence corrective actions that improve operational maturity across business and technology organizations.
Establish and monitor key operational performance indicators including service availability, stakeholder satisfaction, resiliency metrics, incident reduction, and operational efficiency.
Partner with line of business leaders to identify critical business service and ensure operational support strategies align with resiliency objectives.
Promote readiness through engagement in resiliency planning, recovery exercises, service dependency management, and operational risk reviews.
Serves as the executive communications lead for Production Management engagement activities with assigned business areas.
Develop executive-level reporting and operational scorecards that provide actionable visibility into service health, incidents, operational risks, and improvement opportunities.
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.

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience.
10+ years of progressive experience in technology operations, service management, business relationship management, operational excellence, or related leadership disciplines.
6 years of people leadership experience in building, managing and/or developing high-performing teams required.
Experience supporting highly regulated financial services or complex organizations.
Demonstrated success influencing executive decision-making across business, technology, operations, and risk functions.
Advanced experience leading large-scale operating model adoption, organizational transformation, and association change initiatives.
Proven ability to build trusted advisor relationships with senior executives and navigate competing stakeholder priorities.
Experience leveraging ITSM, Observability, Event Management, Automation, and Operational Analytics platforms within large-scale, complex technology environments.
Experience developing executive processes, operational scorecards, and business performance reporting.

Benefits

Comp & perks

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