Director, Real Estate Lending Employee Lead Experience

United Services Automobile   •  

Phoenix, AZ

Industry: Accounting, Finance & Insurance


8 - 10 years

Posted 197 days ago

This job is no longer available.

Leads and motivates cross-functional teams to design real estate lead experiences that are effective, efficient and employee friendly. Real estate leads are defined as anyone looking for mortgage consultation that generate organically or are stimulated to consult with USAA for their real estate financing needs through all communication mediums. Strategically designs how all leads flow, contact preferences and strategies to maximize the experience for the employee. Oversees and manages program priorities and continuous experience improvement. Plans, directs, leads and manages resources in optimizing cross- business workflow design and supporting business processes to meet employee needs. Ensures business partners understand the desired workflow of all lead types to create a beautiful employee experience.

Job Requirements

  • Reviews, updates, and optimizes the strategic design of real estate leads for our business partners to follow.
  • Manages and coordinates operational planning efforts related to cross-business integration of the program plans and/or projects.
  • Consults with senior and executive management and serves as a liaison to internal and external partners on department and enterprise strategies.
  • Facilitates strategic and operational planning and implementation processes to assure that management is knowledgeable of process, goals, objectives and strategies.
  • Monitors, coordinates, documents, and communicates progress toward achievement of business goals, objectives, strategies and action plan results.
  • Provides advice and guidance, and negotiates approval of communication materials with executive management and Subject-Matter- Experts.
  • Ensures communications meet established standards of appearance and content and that all logistical requirements are satisfied. Supports and advises management through research and analysis of internal/external business data including industry best practices and competitive information.
  • Applies expert knowledge of project/program management to ensure efforts meet defined objectives, follow a structured timeline and are delivered on schedule and within budget, including dashboard monitoring, metrics synthesis and quality assurance methods.
  • May assist with the establishment and oversight of vendor performance measurements.
  • May assist with developing strategies and programs to ensure a high level of vendor efficiency.
  • Offers insight to the Executive Management Group in regard to vendor performance, reports results, and identifies opportunities for improved performance.
  • Monitors the program and/or project deliverables and assists with early warning detection, problem triage, solution development and implementation.
  • Monitors the program and/or project deliverables and assists with early warning detection, problem triage, solution development and implementation.
  • Manages a highly matrixed environment and builds and maintains relationships with senior level executives.
  • Manages personnel and associated hiring, career planning, counseling, performance appraisals, disciplinary actions, and resolution of personnel issues and provides professional/technical coaching and guidance to the team.

Minimum Requirements

  • Bachelor's Degree or 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
  • 8 or more years relevant experience in project or program management.
  • 3 or more years leadership or management experience in a matrixed organization.
  • Demonstrated experience influencing business decisions.


  • 5 or more years of Real Estate Lending Experience.
  • Ability to create detailed strategic work flow designs.
  • Experience in optimizing marketing work flow in the digital space.
  • Experience in optimizing the work flow of call center employees.

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 available for this position.