Director, Claims Operations; Field

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Director, Claims Operations, you will manage and be accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results. You will be responsible for leading execution change management, claims strategies, leader development and technology adoption. You will drive execution of operational risk management, regulatory compliance training, policies, and procedures across multiple teams.

This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site 4 days per week.

This director will support Texas and Colorado and you should currently live in either.

Relocation assistance is not available for this position.

What you'll do:

• Select, develop, lead, and hold managers accountable for serving members and providing appropriate solutions in auto, property, and other claims operations through their teams.

• Consistently coach managers on leading their teams on claims handling, inspecting, and reviewing quality of claims and responding to escalations.

• Be responsible for achievement of assigned goals, objectives, and scorecard deliverables.

• Plan, organize, and control the resources to deliver the appropriate claims service.

• Be accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act.

• Provide guidance on technical matters, monitors claims reserves and extends settlement authority.

• Be responsible for service, loss control, and loss adjustment expense.

• Identify trends and develop action plans as appropriate.

• Understand, research, and work to influence the financial impact for their respective business area.

• Inspire a high-performance team that works to deliver exceptional experiences to the members and achieve exceptional results.

• Create conditions for success remove obstacles, lead, and champion change.

• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 8 years of progressive customer service, operational, military or leadership experience to include a minimum 6 years of P&C experience with 4 of those years in claims required with demonstrated proficiency.

• 3 years of direct team lead or management experience.

• Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities.

• Experience using, interpreting, solutioning and leading with data.

What sets you apart:

• 15 or more years of experience leading Auto Physical Damage claims operations.

• Demonstrated ability to effectively lead through strategic and organizational changes delivering intended results and outcomes.

• Advanced technical knowledge of Auto Physical Damage estimating and current repair processes.

• Experience successfully leading claims operations in multiple geographies.

• Strong analytical skills to assess complex claim situations, make informed decisions and implement effective solutions.

• Currently hold an ICAR Pro Level III designation.

• Bachelor’s degree.

Compensation range: The salary range for this position is: $143,320 - $273,930.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, F-1, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing…