Operations Director Jobs

About The Position

Requirements

• Bachelor's degree, or four years of relevant education and/or experience.
• Eight years of progressive customer service, operational, military, or leadership experience, including at least six years of property and casualty experience, with four of those years in claims.
• Three years of direct team lead or management experience.
• Demonstrated proficiency in the required experience.
• Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities.
• Experience using, interpreting, and applying data to develop solutions and lead.

Nice To Haves

• Recent Claims Director-level experience leading larger teams of managers or supervisors.
• Experience leading teams handling auto, non-injury claims, including physical damage.
• Ability to lead strategic and organizational change and deliver intended results and outcomes.
• Advanced business acumen in claims industry practices and emerging trends to drive results and process improvements.
• Experience fostering inclusivity and excellence, demonstrated through leadership in internal or external organizations, including Diversity Business Resource Groups or Employee Resource Groups.
• Understanding of USAA's membership, demonstrated through military acumen or military affiliation.
• U.S. military experience through military service or as a military spouse or domestic partner.

Responsibilities

• Select, develop, lead, and hold managers accountable for serving members and providing appropriate solutions across auto, property, and other claims operations.
• Coach managers on claims handling, claims quality inspection and review, and responding to escalations.
• Deliver assigned goals, objectives, and scorecard results.
• Plan, organize, and control resources to deliver appropriate claims service.
• Ensure compliance with regulations, policies, procedures, and fair claims settlement practices requirements.
• Provide guidance on technical matters, monitor claims reserves, and extend settlement authority.
• Manage service, loss control, and loss adjustment expense.
• Identify trends and develop action plans as appropriate.
• Research and influence the financial impact for the respective business area.
• Inspire a high-performing team that delivers exceptional member experiences and results.
• Create conditions for success, remove obstacles, and lead and champion change.
• Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• Comprehensive medical, dental, and vision plans
• 401(k)
• Pension
• Life insurance
• Parental benefits
• Adoption assistance
• Paid time off
• Paid holidays
• 16 paid volunteer hours
• Wellness programs
• Career path planning
• Continuing education