Business Process Owner Lead | Communications Ecosystem/Advance Capabilities - Claims Optimization

USAA•San Antonio, VA

2d•Hybrid

About The Position

USAA is hiring a Business Process Owner Lead for Communications Ecosystem/Advance Capabilities - Claims Optimization. The role leads planning for highly complex business processes, including problem definition, requirements evaluation, design, testing, and implementation. It requires understanding process objectives, business rules, performance requirements, risks, controls, and dependencies to minimize failures, eliminate redundancies, and support efficient and effective process execution. The role also aligns processes with the overall experience strategy and vision. The position develops and manages business process plans and capabilities in alignment with customer, business, and enterprise strategies. It advises on process solutions, guides process re-engineering and technology implementation, and manages process performance through controls, metrics, and stakeholder collaboration. It also leads risk mitigation, demand and opportunity identification, communications planning, data-driven insight, continuous improvement, and solution development, while mentoring team members and business partners. The work environment is flexible but requires four days per week in the office. The role may be based in San Antonio, Texas; Phoenix, Arizona; Plano, Texas; Colorado Springs, Colorado; Chesapeake, Virginia; or Tampa, Florida. Relocation assistance is unavailable. The salary range is $114,080–$218,030, with actual salary varying by location and experience. Employees may be eligible for performance-based incentives. USAA does not provide visa sponsorship for this role.

Requirements

Bachelor's degree, or four additional years of relevant education and/or experience.
Eight years of business process execution, knowledge, or experience, consulting, and/or process engineering or optimization.
Experience applying quality management, process improvement, and problem-solving tools and methodologies.
Experience implementing and sustaining change or improvements as a change champion.
Extensive hands-on experience with process mapping and modeling and creating and validating process documentation.
Extensive experience applying process management standards and policies, and comprehensive knowledge of applicable regulations and risk management practices.
Demonstrated experience with Lean, Business Process Management, or a similar methodology.
Demonstrated experience using various systems to collect and analyze data.

Nice To Haves

Proven experience leading content management systems and letter or template automation in regulated industries.
Ability to optimize correspondence processes for efficiency, compliance, and customer or member experience.
Skill in digital communication platforms, workflow automation, and system integration, such as Guidewire or Salesforce.
Business process or product ownership experience, driving requirements and delivery.
Experience in change leadership, stakeholder influence, and vendor management.
Innovative, data-driven mindset with knowledge of compliance and emerging automation or AI practices.

Responsibilities

Develop business process deliverable program plans aligned with customer, business deliverable, and enterprise strategy.
Ensure alignment with customers and appropriate roadmaps.
Maintain expert knowledge of the business and align and develop business deliverable processes and capabilities with business needs to improve performance.
Advise strategically and develop end-user-focused process solutions using diverse perspectives.
Guide process re-engineering and technology implementation to enable process redesign and innovation.
Manage process performance by establishing control limits, monitoring key performance indicators, informing stakeholders of deficiencies, improvements, and operational risks, and coordinating efforts to meet requirements.
Identify, own, execute, enhance, and align controls to mitigate operational and compliance risks in owned processes.
Collect and consolidate demand and identify opportunities within business portfolios, vertically within business units, and horizontally across the enterprise.
Review, advise on, and develop communications plans for customers and internal stakeholders, ensuring alignment with overall strategy.
Align internal stakeholders and customers across business process projects and services through proactive communication and engagement.
Use data and analytics to provide insight into customer and business process performance and share best practices.
Monitor emerging technologies and evaluate processes to lead continuous improvement.
Lead solution development, including business cases and benefits substantiation, and drive business requirements for process improvement initiatives.
Mentor and guide team members and applicable business partners.
Plan and design business processes and recommend or make changes to improve and support business systems and activities or increase effectiveness and efficiency.
Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.