Executive Director, Insurance Sales and Service (P& C) Contact Center

USAA • Colorado Springs, CO

2d • Onsite

About The Position

Why USAA? 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 Lead our national Property & Casualty (P&C) Insurance Sales and Service Contact Center as an Executive Director, providing visionary leadership, strategic direction, and resource stewardship. You will drive member experience execution across a national footprint, leveraging multiple distribution channels and spearheading the integration of emerging technologies like digital, chat, and AI. This role demands accountability for overall business performance, organizational goals, strategic alignment, and compliance with all state and regional requirements. Foster a culture of continuous improvement, innovation, operational excellence, and exceptional member service, championing USAA's mission and standards while collaborating with partners to deliver the USAA value of membership. This position is in office 5 days per week and is based in our Colorado Springs location. Relocation assistance is available for this position. What you'll do: Identifies and manages existing and emerging risks that stem from business activities and the job role. Leads P&C Insurance Sales & Service licensed member contact team(s) in an office and virtual environment to drive overall member experience for USAA. Builds and leads teams through the ongoing execution of recruitment, development, retention, coaching and support, and performance management of multi-level workforce in fulfillment of our Corporate Mission and USAA Standard. Plans and operates across both internal and Third-Party contact center agencies. Executes on defined contact center operational strategies and change management initiatives developed to improve, optimize, and enable channel performance delivery for assigned product lines while ensuring regulatory compliance. Develops and implements methods, techniques, and/or evaluation criteria in a continuous effort to improve the member experience, streamline business processes, and align resources. Manages budgetary and financial constraints by creating efficiencies that impact cost of labor, shrinkage and average handle time. Promotes and instills a culture of thoughtful urgency toward the concerns of our members and employees to deliver exceptional experiences. Creates and maintains an optimal environment and culture that encourages open lines of communication. Executes operational expectations for a complex contact center environment (average speed of answer, occupancy, shrinkage, average handle time, member satisfaction, etc.). Maintains strong process controls, identifies potential risks, and recommends improvements with a focus on maintaining compliant sales and service practices which align with Association standards for Contact Center compliance and technical adherence. Stays abreast of current market economic conditions, industry and regulatory development and trends, and competitors to make recommendations to senior leaders. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor’s Degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of a degree.
• 10 years combined contact center and Property and Casualty/Financial Service industry experience in a medium to large-scale and/or multi-site contact center.
• 4 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.
• Demonstrated experience leading the implementation of operational strategies, projects, and initiatives and developing tactical plans which promote change while delivering desired business results.
• Comprehensive knowledge of the insurance regulatory environment, regulatory requirements, and other supervisory engagement and processes.
• Proven leadership and ability to effectively collaborate and influence at all levels of management.
• Advanced business acumen in the areas of business operations, industry practices and emerging trends required.

Nice To Haves

• Deep PNC Industry Knowledge: Understanding of how property and casualty insurance is sold, retained, and priced, including balance sheet knowledge and how business is attracted.
• A leader who understands the need for transformation, embraces change, challenges the status quo, and keeps pace with evolving member needs and market demands
• Data-Driven Analytics: Sophisticated analytical capabilities to interpret data, understand its implications, and use it to implement change.
• Strong leadership capabilities, including clear vision, focus, inspirational qualities, and the ability to lead leaders.
• US military experience through military service or a military spouse/domestic partner

Responsibilities

• Identifies and manages existing and emerging risks that stem from business activities and the job role.
• Leads P&C Insurance Sales & Service licensed member contact team(s) in an office and virtual environment to drive overall member experience for USAA.
• Builds and leads teams through the ongoing execution of recruitment, development, retention, coaching and support, and performance management of multi-level workforce in fulfillment of our Corporate Mission and USAA Standard.
• Plans and operates across both internal and Third-Party contact center agencies.
• Executes on defined contact center operational strategies and change management initiatives developed to improve, optimize, and enable channel performance delivery for assigned product lines while ensuring regulatory compliance.
• Develops and implements methods, techniques, and/or evaluation criteria in a continuous effort to improve the member experience, streamline business processes, and align resources.
• Manages budgetary and financial constraints by creating efficiencies that impact cost of labor, shrinkage and average handle time.
• Promotes and instills a culture of thoughtful urgency toward the concerns of our members and employees to deliver exceptional experiences.
• Creates and maintains an optimal environment and culture that encourages open lines of communication.
• Executes operational expectations for a complex contact center environment (average speed of answer, occupancy, shrinkage, average handle time, member satisfaction, etc.).
• Maintains strong process controls, identifies potential risks, and recommends improvements with a focus on maintaining compliant sales and service practices which align with Association standards for Contact Center compliance and technical adherence.
• Stays abreast of current market economic conditions, industry and regulatory development and trends, and competitors to make recommendations to senior leaders.
• Ensures 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.
• Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees