Director, Insurance Sales and Service

USAA•CVA,VA-Crossways I & II, VA

20h•$106,650 - $191,970•Hybrid

About The Position

USAA is seeking a Director, Insurance Sales and Service to coach, guide, and direct a team of leaders responsible for 100-140 front-line employees in a contact center environment. This role focuses on the sales, service, and retention of personal lines insurance products across all states and segments, utilizing multiple contact channels. The Director will be accountable for implementing regional strategic and operational plans to achieve success in Key Result Areas. The position is based in Chesapeake, VA, with relocation assistance available. USAA offers a flexible work environment requiring employees to be in the office 4 days per week. USAA's mission is to empower its members to achieve financial security through competitive products, exceptional service, and trusted advice, aiming to be the #1 choice for the military community and their families. The company values honesty, integrity, loyalty, and service.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
8 or more years of customer service or sales experience.
3 or more years of direct team lead, supervisory or management experience.
Strong decision-making skills.
Demonstrated experience in staffing, planning, and managing processes.
Demonstrated experience in effectively managing sales and services processes.
Ability to understand, interpret, and coach employees on insurance regulatory and compliance requirements.

Nice To Haves

5+ years in P&C insurance operations: Understanding of how property and casualty insurance is sold, retained, and priced, including balance sheet knowledge and how business is attracted.
3+ years of people leadership experience in leading through change, building, managing and/or developing high-performing teams with demonstrated ability developing talent, managing workflow, engaging and inspiring staff and peers, and fostering open communication.
Experience successfully partnering with go-to-market, state management, and product teams.
Master’s degree, Insurance designations (CPCU, CLU, AINS, etc.).
A leader who understands the need for transformation, embraces change, challenges the status quo, and keeps pace with evolving member needs and market demands.
Proven operational experience: Candidates with hands-on experience in managing operations across different countries or regions will be highly regarded. This could include experience in international business development, global project management, as well as sales or service operational experience.
Military experience: A background in the military, particularly in operational roles, can be a significant asset, demonstrating leadership, discipline, and the ability to perform under pressure in diverse environments.
Experience leading service teams: Candidates who have worked with and understand the dynamics of regular service teams will be preferred. This includes experience in customer service, technical support, or operational teams focused on consistent service delivery.
Experience leading large cross functional initiatives or projects.
Capable of clearly articulating key results and strategic objectives.
Effective ability to visualize data and storytelling techniques to enhance presentations with impact.
Ability to influence partners across all operational areas and senior leadership in P&C and across USAA lines of business to align and achieve shared business goals.

Responsibilities

Directs, leads, and motivates team members in operational strategy development and day-to-day planning and execution of contact center operations and performance.
Builds processes and relationships that facilitate productive teamwork and goal achievement.
Maintains and applies expert knowledge of the business, member service components, and operational processes.
Responsible for staffing plans, onboarding, and contact center performance.
Builds and oversees a team of employees through ongoing execution and oversight of goal setting, recruiting, development, retention, coaching and support, performance management, and managerial activities.
Supports achievement of business objectives through effective management of resources, process improvements, and maximizing the positive impact of information and technology on business operations and member experience delivery.
Eliminates roadblocks to develop and execute programs and ensures the effectiveness of implementation of both operational and strategic plans.
Advises senior leadership on issues and utilizes advanced leadership and collaborative skills in interacting with stakeholders and control/business/affiliate partners.
Identifies opportunities to improve changes in organization, processes, and procedures to promote maximum efficiency and improve the member experience.
Accountable for team's performance related to compliance and risk mitigation goals as well as quality, service, deepening and/or acquisition behaviors to effectively contribute to the mission of USAA and to protect USAA's brand and reputation.
Accountable for employee and leader development through regular coaching and timely feedback.
Responsible for personal and leader's adherence to coaching and leadership routines.
Remain current with all ad hoc required learning courses and industry insurance standards.