Director, Claims Operations

USAA•San Antonio, TX

7d•$143,320 - $257,970•Hybrid

About The Position

The Director of Claims Operations manages and is accountable for auto and other claims operations member service teams responsible for delivering business results. The role leads execution of change management, claims strategies, leader development, and technology adoption, and drives operational risk management, regulatory compliance training, and consistent policies and procedures across multiple teams. This position is based in San Antonio, Texas, with a flexible work environment requiring four days per week in the office. Relocation assistance is not available. The salary range is $143,320–$257,970, with potential pay incentives based on corporate and individual performance and at the discretion of the USAA Board of Directors. 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, and demonstrated proficiency.
Three years of direct team lead or management experience.
Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities.
Experience using, interpreting, and solutioning with data, and leading with data.

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.
Proven ability to lead effectively through strategic and organizational changes and deliver intended results and outcomes.
Advanced business acumen in claims industry practices and emerging trends to drive results and process improvements.
Experience shaping a culture of inclusivity and excellence, demonstrated through leadership in internal or external organizations, including Diversity Business Resource Groups (DBGs/ERGs).
Experience understanding USAA's membership as demonstrated by 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 through auto, property, and other claims operations teams.
Coach managers on claims handling, inspecting and reviewing claim quality, and responding to escalations.
Achieve assigned goals, objectives, and scorecard deliverables.
Plan, organize, and control resources to deliver appropriate claims service.
Ensure compliance with regulations, policies, procedures, and the Fair Claims Settlement Practices Act.
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.
Understand, research, and work to influence the financial impact for the respective business area.
Inspire a high-performance team to deliver exceptional member experiences and results.
Create conditions for success, remove obstacles, and lead and champion change.
Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.