Director, Claims Operations (Auto, Theft & Fire)

USAA•San Antonio, TX

6d•$143,320 - $257,970•Hybrid

About The Position

USAA is hiring a Director of Claims Operations to manage and be accountable for auto and other claims operations member service teams and their business results. The role leads execution of change management, claims strategies, leader development, and technology adoption, while driving operational risk management, regulatory compliance training, and policies and procedures across multiple teams. This position is based in San Antonio, Texas, with a flexible work environment that requires working in the office four days per week. Relocation assistance is not available. The salary range is $143,320–$257,970, with possible performance-based incentives. USAA does not provide visa sponsorship for this role.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
Eight years of progressive customer service, operational, military, or leadership experience, including at least six years of property and casualty experience, with four of those years in claims.
Three years of direct team lead or management experience.
Demonstrated proficiency in the required experience.
Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities.
Experience using, interpreting, and applying data to develop solutions and lead.

Nice To Haves

Recent Claims Director-level experience leading larger teams of managers or supervisors.
Experience leading teams handling auto, non-injury claims, including physical damage.
Ability to lead strategic and organizational change and deliver intended results and outcomes.
Advanced business acumen in claims industry practices and emerging trends to drive results and process improvements.
Experience fostering inclusivity and excellence, demonstrated through leadership in internal or external organizations, including Diversity Business Resource Groups or Employee Resource Groups.
Understanding of USAA's membership, demonstrated through military acumen or military affiliation.
U.S. military experience through military service or as a military spouse or domestic partner.

Responsibilities

Select, develop, lead, and hold managers accountable for serving members and providing appropriate solutions across auto, property, and other claims operations.
Coach managers on claims handling, claims quality inspection and review, and responding to escalations.
Deliver assigned goals, objectives, and scorecard results.
Plan, organize, and control resources to deliver appropriate claims service.
Ensure compliance with regulations, policies, procedures, and fair claims settlement practices requirements.
Provide guidance on technical matters, monitor claims reserves, and extend settlement authority.
Manage service, loss control, and loss adjustment expense.
Identify trends and develop action plans as appropriate.
Research and influence the financial impact for the respective business area.
Inspire a high-performing team that delivers exceptional member experiences and results.
Create conditions for success, remove obstacles, and lead and champion change.
Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.