Business Process Owner Senior

USAA•Chesapeake, VA

1d•$93,770 - $179,240•Hybrid

About The Position

As a dedicated Business Process Owner Senior, the candidate selected for this position supports Auto Claims teams across Glass, Roadside, Rental, and Accident Towing, ensuring high-performing vendor partnerships that deliver seamless member experiences. The position is responsible for establishing and operationalizing vendor service standards—defining “what good looks like” across quality, timeliness, and customer outcomes—while driving end-to-end performance management through KPIs, scorecards, and continuous monitoring. You will partner closely with operations teams to align internal workflows with vendor execution, ensuring smooth handoffs and consistent service delivery. The role also owns service quality governance, ensuring vendors meet contractual, compliance, and quality expectations, while leading corrective action planning for underperformance. Additionally, you will translate member experience insights into actionable vendor requirements, continuously improving satisfaction, loyalty, and advocacy across the claims journey. 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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

Requirements

Bachelor's degree OR 4 years of relevant education and/or experience.
6 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies.
Experience in implementing and sustaining change/improvements (change champion).
Hands on experience with Process Mapping and Modeling and creating and validating process documentation.
Experience in the application of process management standards and policies, and knowledge of applicable regulations and risk management practices.
Demonstrated experience with Lean, Business Process Management, or similar methodology.
Demonstrated experience with utilizing various systems to collect and analyze data.

Responsibilities

Develops and implements strategic customer specific business process program plans that align with enterprise strategy and influence appropriate roadmap(s).
Applies expert knowledge of the business and leads the alignment and development of business deliverable processes and capabilities to materially change and improve business performance.
Serves as functional expert bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution.
Manages the performance of processes by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements.
Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes.
Develops communication plans for customers and internal stakeholders.
Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies.
Utilizes reporting, data, and analytics to measure process and project performance, deliver process operational efficiencies, and inform key stakeholders.
Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives.
Provides mentorship and guidance support for team and applicable business partners.
Actively provides relevant business performance intel to progress the planning, research, analysis, development, and implementation of new and modifications to existing applications and processes to provide new or improved capabilities, products, and/or services.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Establish and operationalize vendor service standards, defining “what good looks like” across quality, timeliness, and member experience outcomes
Drive end-to-end vendor performance management, including KPI design, scorecards, and continuous performance monitoring (e.g., NPS, completion rate, ETA, accuracy)
Partner with operations teams to align internal workflows with vendor execution, ensuring seamless member experience across handoffs
Own service quality governance, ensuring vendors consistently meet contractual obligations, compliance standards, and quality expectations
Develop and implement corrective action plans for underperforming vendors, including coaching, escalation, and removal decisions when needed
Translate member experience insights into vendor requirements, improving satisfaction, loyalty, and advocacy outcomes