Executive Director, CEO Member Relations

USAA seeks an Executive Director to lead member advocacy and complaint management, overseeing complex member concerns, regulatory inquiries, and communications addressed to senior leadership and the Board. This role champions a best-in-class member experience by modernizing complaint processes and ensuring strong governance and operational excellence. The position is based in San Antonio, TX, with a hybrid work model requiring 4 days per week in the office.

What You Will Do

Lead a team responsible for intaking and resolving complaints from members and regulatory agencies, ensuring responses to correspondence for the CEO, Executive Management, and Board are accurate and timely. Drive strategic business objectives through enhancements for complaint intake and monitoring, collaborate with stakeholders across the Association, and oversee cross-functional projects impacting Member Relations.

Why It Might Be a Fit

This role requires 10 years of progressive experience in member/customer communications or complaints in financial services, 4 years of people leadership, and experience communicating with executive management. Candidates with strong operations leadership, executive-level presence, and a commitment to member experience excellence will thrive. The salary range is $147,750-$265,950, and relocation assistance is available.

Requirements

• Bachelor's degree; OR 4 years of relevant education and/or experience
• 10 years of progressive experience managing member/customer related communications and/or member complaints in a financial services operating environment
• 4 years of people leadership experience in building, managing and/or developing high performing teams
• Experience managing multiple communications platforms and channels
• Demonstrated experience communicating with and influencing executive management, to include Executive Leadership Team (ELT) and CEO
• Comprehensive understanding of the financial services industry, related compliance and regulatory requirements, emerging trends, and risk management guidelines

Benefits

• 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