Business Process Owner Lead – Claims Advanced Capabilities

USAA•Tampa, FL

1d•$114,080 - $205,340•Hybrid

About The Position

The Business Process Owner Lead will work with the Advanced Claims Capabilities team in USAA's P&C Claims Optimization office to shape future claims operations through innovation, artificial intelligence, and emerging technologies. The role identifies, develops, and implements next-generation capabilities to improve claim outcomes, adjuster efficiency, and member experiences. It calls for extensive experience in claims or comparable operational environments, a record of delivering technology solutions, and the ability to define strategy, engage senior leaders, partner with technical teams, and drive execution. The position develops and manages business process plans and capabilities aligned with customer needs, business objectives, and enterprise strategy. It guides process redesign and technology implementation, monitors performance and risks, uses data and analytics to identify insights and improvement opportunities, and leads solution development and requirements for process improvement initiatives. The role also supports stakeholder communications and engagement, provides mentorship, and ensures risks are identified and controlled in accordance with applicable policies and procedures. The work environment is flexible but requires working in the office four days per week. The position may be based in San Antonio or Plano, Texas; Phoenix, Arizona; Colorado Springs, Colorado; Chesapeake, Virginia; Charlotte, North Carolina; or Tampa, Florida.

Requirements

Bachelor's degree, or four 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 and improvements.
Extensive hands-on experience with process mapping and modeling, including creating and validating process documentation.
Extensive experience applying process management standards and policies, with 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

Strong experience in P&C Personal Lines Claims Operations, with a focus on Guidewire ClaimsCenter.
Experience leading enhancement efforts across claims processes and systems, defining requirements, prioritizing features, and partnering with technology teams to ensure successful delivery.
Experience leading Generative AI initiatives to improve claims handling, customer engagement, and operational productivity, including assessing business impact, risks, and governance needs of AI adoption in P&C insurance.
Experience evaluating and measuring AI solution performance.
Experience managing end-to-end business process design aligned with compliance, operational efficiency, and customer experience goals.
Experience decomposing functional requirements and translating between business and technical teams.
US military experience gained through military service or as a military spouse/domestic partner.

Responsibilities

Develop business process deliverable program plans aligned with customer needs, business deliverables, 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.
Serve as a strategic advisor and develop end-user-focused process solutions.
Guide and influence process re-engineering and technology implementation to enable process redesign and innovation.
Manage process performance by setting control limits, monitoring key performance indicators, informing stakeholders about deficiencies, improvements, and operational risks, and driving collaborative 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 across business portfolios and the enterprise.
Review, advise on, and develop communication 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.
Stay current with emerging technologies and lead continuous process improvement efforts.
Lead solution development, including business case and benefits substantiation, and drive business requirements for process improvement initiatives.
Provide mentorship and guidance to the team and applicable business partners.
Plan and design business processes and recommend or make changes to improve business systems and activities, effectiveness, and efficiency.
Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.