Program Manager Mid-Level-Executive Tours & Visitor Engagement

San Antonio, TX, USA|Onsite

Job Overview

Compensation

Salary

Range $77,120.00 - $147,390.00

Work Schedule

Flexible

Benefits

Medical

Dental

Vision

401(k)

pension

Life insurance

Paid Time Off

Job Description

USAA is a renowned financial services company dedicated to empowering military members and their families with highly competitive products, exceptional service, and trusted advice. As a leading provider in the financial industry, USAA is widely respected for its commitment to honesty, integrity, loyalty, and service. These core values not only shape the way USAA serves its members but also define the company culture and the work environment for its employees. The organization aims to be the number one choice for the military community, delivering superior financial security and peace of mind through innovative solutions and comprehensive support. USAA is known for fostering an inclusive and supportive workplace that embraces diversity and offers career flexibility, including options for remote or hybrid work, especially for active-duty military spouses.

The Tour Program Manager I role at USAA’s San Antonio office is a pivotal position that centers around creating impactful and engaging tour experiences for a variety of visitors, including senior executives, military officials, and new employees. This position embodies the essence of USAA’s company culture, serving as a key ambassador who represents the organization’s mission, values, and brand with professionalism and executive presence. The Tour Program Manager will be responsible for managing and supporting programs aligned with the CREWS team, coordinating logistics, creating itineraries, and enhancing visitor engagement through strategic communication and innovation.

This role requires an individual who is highly organized, detail-oriented, and capable of building strong relationships across all levels of the company. The manager will liaise with cross-functional teams and business leaders to ensure seamless and memorable tour experiences that reflect USAA’s dedication to excellence. The position demands a blend of project management skills and interpersonal acumen, ensuring programs operate efficiently within predetermined objectives and timelines while actively seeking opportunities for continuous improvement.

A unique aspect of this role involves the anticipation and resolution of operational challenges, ensuring that all tours and programs adhere to company policies, security protocols, and risk management standards. By doing so, the Tour Program Manager safeguards both the visitor experience and the company’s reputation. The position is based in San Antonio and requires the individual to work primarily onsite, with the flexibility of being in the office four days per week. While relocation assistance is not available, the compensation package offers a competitive salary range between $77,120 and $147,390 annually, reflecting the importance of the role within the company.

In summary, the Tour Program Manager I at USAA is an essential role combining program management expertise, executive facilitation, and public relations within a dynamic and mission-driven environment. This position provides an opportunity to contribute to USAA’s prestigious reputation by enhancing how the organization engages with its internal and external communities through structured and innovative visitor experiences.

Job Requirements

Bachelor's degree or 4 years of relevant education and/or experience
4 years of experience in project or program management
Knowledge of project management tools and methodologies
Understanding of scope definition and process mapping
Understanding of risk management policies and procedures

Job Qualifications

Bachelor's degree or 4 years of relevant education and/or experience
4 years of experience in project or program management, including planning, tracking and delivery
Knowledge and demonstrated application of project management tools and methodologies
Possess an understanding of scope definition, process and solution mapping
process structures and components
and standard project planning methodologies
Understanding of risk management policies and procedures
Military veteran with experience conducting executive, VIP, distinguished visitor (DV), or large-scale facility tours, preferably with organizations such as The Old Guard, the Pentagon, senior military commands, or other high-visibility institutions
Experience serving in Public Affairs, Strategic Communications, Community Relations, Protocol, or similar roles requiring public speaking and organizational representation
Proven ability to brief and engage senior executives, government officials, military leaders, and external stakeholders with confidence and professionalism
Military instructor, trainer, facilitator, or ceremonial leader experience with demonstrated presentation and audience engagement skills
Experience supporting diplomatic, protocol, embassy, attaché, or official government engagements requiring exceptional professionalism and attention to detail
Strong executive presence with polished verbal and written communication skills and the ability to represent an organization's brand and values effectively
Demonstrated success managing high-profile events, visits, tours, or engagement programs involving multiple stakeholders and complex logistics
Experience fostering meaningful visitor experiences through storytelling, presentations, historical interpretation, or organizational education

Job Duties

Plan, coordinate, and deliver high-quality tour experiences for senior executives, key officials, external visitors, and new employees at the San Antonio Home Office
Manage and support CREWS-aligned programs and initiatives, ensuring successful execution within established timelines and business objectives
Partner with cross-functional teams, business leaders, and key stakeholders to coordinate tour logistics, itineraries, presentations, and visitor experiences
Serve as a professional ambassador for USAA, representing the organization's mission, culture, and brand with executive presence and professionalism
Maintain strong relationships with internal and external stakeholders to ensure a seamless and impactful visitor experience
Identify opportunities to enhance tour programs and visitor engagement through continuous improvement, innovation, and proactive problem-solving
Monitor program activities, milestones, and key performance indicators, providing updates and recommendations to leadership as appropriate
Anticipate and resolve operational challenges, ensuring tours and programs are delivered efficiently and effectively
Develop and execute communication plans for stakeholders, participants, and business partners to support successful program outcomes
Support change management and organizational initiatives by fostering awareness, engagement, and adoption of USAA programs and experiences
Ensure compliance with company policies, procedures, security requirements, and visitor protocols
Effectively identify, assess, monitor, and manage risks associated with business activities in accordance with risk and compliance standards