Manager, Claims Operations

USAA•Virginia, MN

1d•$106,650 - $191,970•Hybrid

About The Position

USAA is seeking a Manager, Claims Operations, to lead a team of Complex Auto Adjusters handling auto non-injury claims, including total loss. The manager oversees auto, property, and other claims operations member service employees who investigate, evaluate, and negotiate claims and provide solutions to members. The role develops employees through regular coaching and feedback, executes process improvements and organizational changes, and drives operational risk management, regulatory compliance training, and adherence to policies and procedures. This position is based in USAA’s Chesapeake, Virginia office and requires working in the office four days per week. Relocation assistance is not available. The position offers a salary range of $106,650 to $191,970; actual pay may vary by location and is based on experience and market data. Employees may be eligible for performance-based incentives.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
Six years of progressive customer service, operational, military, or leadership experience, including at least two years of claims handling experience with demonstrated proficiency.
Two years of direct team lead, supervisory, or management experience.
Experience using and interpreting data to make decisions.
Demonstrated leadership, initiative, customer service, and/or claims handling skills.
Acquire and maintain an applicable insurance adjuster license within six months of starting the role.

Nice To Haves

Experience handling total loss claims.

Responsibilities

Inspect and review claim files for quality and provide feedback to employees.
Coach employees and build awareness of how their work supports claims and Enterprise strategies.
Identify opportunities to improve operational effectiveness, member experience, and processes, and provide feedback to internal partners.
Create conditions for success, remove obstacles, and lead and champion change.
Manage workload volumes, staffing, and training needs to achieve optimal productivity; identify and implement appropriate solutions.
Monitor work to ensure consistent process execution and adherence to guidelines and frameworks.
Handle escalations and make appropriate decisions based on policy.
Help employees identify skills and develop toward career progression.
Support projects as a subject matter expert.
Hire, develop, and coach claims employees to deliver results.
Coach employees on claims handling and identify opportunities to improve processes and engagement.
Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.