Manager, Claims Operations

USAA•San Antonio, TX

1d•Hybrid

About The Position

USAA's mission is to empower its members to achieve financial security through highly competitive products, exceptional service, and trusted advice, aiming to be the #1 choice for the military community and their families. This role offers a fulfilling career where core values of honesty, integrity, loyalty, and service define interactions. USAA supports active-duty military spouses with potential remote or hybrid flexibility. The Manager will oversee team performance by monitoring and improving metrics, particularly around phone behavior and service standards. This includes guiding teams on claims processes and systems (like Guidewire and Claims Center), driving accountability, consistency, and operational excellence. The role requires a flexible work environment with 4 days in the office per week and is based in San Antonio, TX.

Requirements

Bachelor's degree or 4 years of related experience in lieu of degree.
Minimum 6 years of progressive customer service, operational, military, or leadership experience.
Minimum 2 years of claims handling experience with demonstrated proficiency.
Minimum 2 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.
Acquisition and maintenance of applicable insurance adjuster license within 6 months of role entry.

Nice To Haves

Prior insurance industry experience.
Active insurance license strongly preferred.
Claims handling experience strongly preferred, with exposure to complex claims.
Experience with total loss claims highly preferred, including managing complex claim scenarios.
High attention to detail with a focus on accurate claim evaluation, loss assessment, and appropriate payout decisions.
Strong coaching and development skills, with a focus on driving performance, accountability, and continuous improvement.

Responsibilities

Inspect and review the quality of claim files and provide feedback to employees.
Provide ongoing coaching and drive awareness so employees understand how their work supports overall claims and Enterprise strategies.
Proactively identify opportunities to improve operational effectiveness, member experiences, and processes, providing feedback to internal partners.
Create conditions for success by removing obstacles, leading, and championing change.
Achieve optimal productivity through managing workload volumes, staffing, training needs, and identifying/implementing appropriate solutions.
Monitor work to ensure consistent execution of processes and adherence to guidelines and frameworks.
Handle escalations and make appropriate decisions based on policy.
Facilitate and guide employees through skill identification and development for career progression.
Support projects by serving as a subject matter expert.
Hire, develop, and coach claims employees for results delivery.
Consistently coach employees on claims handling and identify opportunities to improve overall process and engagement.