VP, Orchestration and Modernization

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

The VP, Orchestration and Modernization is a strategic executive responsible for leading transformation and modernization of the Claims organization through the implementation of advanced technology, advanced data analytics and emerging technologies. This executive serves as the primary bridge between Claims Operations, Technology, Data Science, Product, Digital, Risk and Association AI teams. The role is accountable for identifying, prioritizing, and delivering technology-enabled solutions that improve member outcomes, employee experience, operational performance and organizational effectiveness.

This leader will translate complex claims challenges into scalable business and technology solutions while ensuring responsible, compliant and value-driven deployment of AI and emerging technologies.

The successful candidate combines deep claims expertise, transformational leadership, product mindset, and technology fluency to drive measurable business outcomes across a large Claims organization and complex operating environment.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations:
San Antonio, TX, Chesapeake, VA or Tampa, FL. Relocation assistance is available for this position.

Key Responsibilities:

Claims Modernization Strategy

* Develop and execute a multi-year claims modernization strategy aligned with association and claims priorities.

* Identify and prioritize opportunities to leverage AI, Generative AI, machine learning, predictive analytics, intelligent automation and emerging technologies.

* Establish a transformation roadmap focused on improving member experience, operational efficiency, quality and workforce effectiveness.

* Lead orchestration of cross-functional initiatives across Claims, Technology, Product, Data & Analytics, Digital and Risk organizations.

AI & Emerging Technology Leadership

* Serve as the business executive accountable for technology-enabled Claims transformation.

* Evaluate emerging technologies and determine applicability across the claims lifecycle.

* Partner with technology and data science teams to convert operational opportunities into scalable solutions.

* Establish business requirements, use cases, value cases, test cases, and success measures for AI investments.

* Lead pilots, proof-of-concepts, and association level deployments.

Claims Product & Business Ownership

* Act as the primary translator between claims operations and technology teams.

* Define product vision, business requirements, change management, and adoption strategies.

* Ensure solutions address real operational pain points and member needs.

* Drive prioritization of investments based on business value, risk reduction and member impact.

Governance, Compliance & Risk

* Establish responsible AI governance practices in alignment with association-level AI governance.

* Partner with Legal, Compliance, Security and Risk Management teams to ensure all technology initiatives are within guidelines.

* Ensure solutions meet regulatory, privacy and audit requirements.

* Create frameworks for transparency, explainability and ethical use of AI.

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

Success Measures

Member Outcomes

* Improve member satisfaction and experience

* Eliminate complaints and escalations

* Faster claims resolution

Operational Outcomes

* Improved employee satisfaction and effectiveness

* Productivity and operating expense improvements

* Increased quality performance

Transformation Outcomes

* Modernization strategy execution and delivery

* Capability maturity improvements

* Business value delivered

* Advanced technology and AI adoption rates

What you have:

* 15+ years of progressive leadership in Claims, Claims Operations, Claims Strategy, Claims Transformation, Claims Technology or related functions.

* Proven experience leading large-scale operational transformation initiatives.

* Demonstrated success implementing AI, automation, advanced analytics, or digital solutions within claims environments.

* Deep understanding of end-to-end claims processes and operational workflows.

* Experience translating business needs into technology requirements and product roadmaps.

*…