Job Description

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 As a Director of Claims Operations, you will lead and be accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results. Responsible for leading execution organizational change, claims strategies, leader development and technology adoption. Drives execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in the Phoenix, AZ office. Relocation assistance is available for this position. What you'll do: Selects, develops, leads and holds managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams. Consistently coaches managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to critical issues. Responsible for achievement of assigned goals, objectives and scorecard results. Plans, prioritizes, and controls the resources to deliver the appropriate claim's service. Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act. Provides guidance on technical matters, monitors claims reserves and extends settlement authority. Responsible for service, loss control, and loss adjustment expense. Identifies trends and develops action plans as appropriate. Understands, researches, and works to influence the financial impact for their respective business area. Inspires a high-performance team that works to deliver outstanding experiences to the members and achieve exceptional results. Creates conditions for success removes obstacles, leads and champions change. Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures. What you have: Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. 8 years of progressive customer service, operational, military or leadership experience to include a minimum 6 years of P&C experience with 4 of those years in claims required with demonstrated proficiency. 3 years of direct team lead or management experience. Demonstrated team leadership, cross-functional teamwork, building business solutions, and/or claims accountabilities. Experience using, interpreting, solutioning and leading with data. What sets you apart: Claims Director level experience leading large operational teams of 100+ employees. Experience leading teams handling Auto Injury or Litigation claims. Master’s degree with financial services focus, such as business or law. CPCU designation. Demonstrated ability to excel in communications and change management, and leading teams through transformation. High level business acumen in the areas of the business operations, industry practices and emerging trends. Experience shaping a culture of inclusivity and excellence as evidenced by leadership in internal/external DE&I organizations. US military experience through military service or a military spouse/domestic partner. Compensation range: The salary range for this position is: $143,320.00 - $257,970.00. USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors. The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job. 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. For more details on our outstanding benefits, visit our benefits page on USAAjobs.com. Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting. USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. By applying, you consent to your information being transmitted by Monster to the Employer, as data controller, through the Employer’s data processor SonicJobs. See USAA Privacy Policy at and SonicJobs Privacy Policy at and Terms of Use at

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