Director, Decision Science Analytics – Claims Workforce Optimization

USAA • Chesapeake, VA

1d • Hybrid

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity The Director, Decision Science Analytics – Claims Workforce will lead a strategic team that integrates advanced analytics with workforce optimization to elevate how Claims plans for the future. This role will transform traditional forecasting by developing predictive models and simulation-based approaches that use today’s operational performance to anticipate tomorrow’s workforce needs. Sitting uniquely within the Data & Analytics organization, this team builds modern workforce insights that help Claims understand current drivers, respond to emerging trends, and proactively shape staffing strategy. The ideal candidate brings strong analytical leadership, modeling expertise, and workforce management experience to guide the development of next-generation forecasting and decision-support capabilities. 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, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

Requirements

• Bachelor's degree in quantitative analytics field such as Economics, Finance, Statistics, Mathematics, Actuarial Sciences, Operations Research, Data and/or Business Analysis, Data Science or other quantitative discipline; OR 4 years of related experience in statistics, mathematics or quantitative analytics (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8 years of experience in a decision support analytic function OR Advanced degree in relevant discipline, 6 years of experience in a decision support analytic function.
• 3 years of direct team lead or management experience.
• Demonstrates expert skills in mathematical and statistical techniques and approaches used to influence Business Strategy with fact-based decision-making to all levels of leadership up to senior executive levels.
• Modernizes knowledge of data analysis tools, data visualization, developing analysis queries and procedures in SQL, SAS, BI tools or other analysis software, and relevant industry data & methods and ability to connect external insights to business problems.
• Experience with new and emerging data sets, and incorporation (data wrangling, data munging) into new insights.

Nice To Haves

• Proven experience in workforce optimization or workforce management, ideally within large-scale operations, including capacity planning, staffing strategies, and performance analytics.
• Strong analytical and quantitative background, with the ability to translate operational data into actionable insights that inform workforce and performance decisions.
• Demonstrated expertise building predictive models and forecasting solutions, including simulation-based approaches, scenario modeling, or advanced time‑series methodologies.
• Track record of disciplined execution, driving complex initiatives from strategy through delivery with consistent quality, clarity, and alignment to business objectives.
• Leadership experience in analytics or decision science functions, with the ability to guide technical teams and partner effectively with operational, workforce, and business stakeholders.
• US military experience through military service or a military spouse/domestic partner

Responsibilities

• As a strategic partner, leads or collaborates with other analytical leaders in executing the strategic direction of the business using mathematical and statistical techniques and/or innovative/quantitative analytical approaches.
• Develops team reputation as highly skilled experts in decision science support.
• Oversees and coordinates analytical tasks which include the evaluation of the business problem, analytical methodology, validation, documentation and presentation of findings and recommendations.
• Monitors, understands and adopts emerging technology that can affect the application of scientific methodologies and/or quantitative analytical approaches to problem resolutions.
• Identifies additional resource needs ranging from IT investments, 3rd party support or additional analysts and provides business rationale and justification for additional needs.
• Understands the business direction, environment and strategies, to set the analytic direction and creates strategy to execute the approach that will influence business and drive change.
• Leads the effort and/or partners with analytics teams to build USAA core analytics capabilities and processes.
• Builds and oversees a team of employees for assigned functional areas through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Assigns and or Serves as a mentor for mathematical skills and statistical techniques and guides teams to use the appropriate approaches, to drive fact-based decision-making.
• Maintains and innovates knowledge of data analysis tools, data visualization, developing analysis queries and procedures in SQL, SAS, BI tools or other analysis software, and relevant industry data & methods and ability to connect external insights to business problems.
• Researches and pursues the latest and/or industry leading practices in data and analytics, (Ex: Cloud, Data Mining, Python, Neural Networks, Sensor data, IoT, Streaming/NRT data) to advance the overall DSA community knowledge.
• Identifies opportunities to continue to learn in the data and analytics space, whether informal (E.g., Coursera, Udemy, Kaggle, Code Up, etc.) or formal (E.g. Certifications or advanced coursework).
• Works with IT/CTO partners to advance new data and platforms that correspond to evolving skill sets.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness.
• These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs.
• Additionally, our career path planning and continuing education assists employees with their professional goals.
• For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Director